CX Change Leader for Customer Experience Transformation

Evergy; Kansas City (KS); On-site; USD 67,000 - 83,000; Full time

Job summary

Evergy seeks a Customer Experience Change Management Analyst to lead change initiatives within the Utility Operations group, align with our leadership expectations, mission and values, and partner with CX Delivery teams to put the customer at the center of every effort across Kansas City, Topeka, and Wichita sites.

This role emphasizes multi‑channel communications, training collaboration, stakeholder engagement, and rigorous change impact analysis.

Qualifications

• Bachelor's degree in communications, business or related field.
• Certification in Change Management (e.g., Prosci) is a plus.
• Two years of relevant experience in human resources, communications, change management, project management, training, or related field.

Responsibilities

• Support change management approach for the Utility Operations division, aligning with Evergy's leadership expectations, mission, vision, and values.
• Provide change support to the entire Utility Operations organization around Customer Experience (CX) Delivery practices, agile work environment, and CX Delivery initiatives.
• Act as a business partner to key stakeholders to maintain program visibility and investment.
• Build strong relationships that drive cultural transformation initiatives that put the customer at the center of everything we do.
• Strong verbal and written communication to deliver change messaging across multiple levels of the organization, including executive-level communication.
• Ability to understand the level of change management needed based on the change impact.
• Develop, execute, and manage multi-channel communications
• Collaborate with Training & Knowledge Management to develop, administer and deliver needed training programs and ensure changes are clearly documented.
• Maintain a high level of organization, with ability to track multiple changes that affect varying levels of the company.
• Collect metrics and monitor change progress.
• Interact with a diverse group of stakeholders and subject matter experts to critically evaluate information gathered from multiple sources to reconcile information into change activities.
• Work collaboratively outside of the Utility Operations division, to build strong customer relationships, support initiatives and deliver customer-centric solutions as needed.
• Conduct change impact analyses, assess organization's change readiness and identify key stakeholders.
• Assist and support in development of department-wide communication strategies for both internal department communications and communications to all of the Utility Operations division and/or other company employees.
• Facilitate and/ or lead meetings with project stakeholders, OCM support teams, and project management.

Skills

Change management

Stakeholder management

Communication

Training coordination

JIRA

Education

Bachelor's degree in communications or related field

Tools

JIRA

OMS systems

Oracle CCB/MDM

Job description

Evergy seeks a Customer Experience Change Management Analyst to lead change initiatives within the Utility Operations group, align with our leadership expectations, mission and values, and partner with CX Delivery teams to put the customer at the center of every effort across Kansas City, Topeka, and Wichita sites.

This role emphasizes multi‑channel communications, training collaboration, stakeholder engagement, and rigorous change impact analysis.