Frontline Transformation Change Lead (OCM)

Massachusetts-Bay-Transportation-Authority; Boston (MA); Hybrid; USD 90,000 - 120,000; Full time

Job summary

The MBTA is seeking an Organizational Change Management Specialist to drive adoption of a digital transformation across frontline staff and management. This contractor role focuses on readiness, communications, and end-user experience, with daily collaboration across project teams and field staff.

Responsibilities include strategy development, stakeholder analysis, and execution; creating user-centric messaging; mitigating resistance; and measuring adoption through surveys and dashboards.

Qualifications

• Five years of professional experience leading organizational change initiatives.
• Proven excellence in audience-specific messaging and engagement strategy.
• Ability to navigate resistance through empathy and relationship-building.
• Strong understanding of user experience principles related to behavior change.
• Experience with change frameworks like Prosci ADKAR or Kotter.
• Excellent written and verbal communication, storytelling and facilitation.
• Ability to collaborate across disciplines and levels and influence without authority.
• High emotional intelligence and active listening with diverse audiences.
• Proficiency with Microsoft Office and collaboration tools (Miro, Smartsheet, Asana).

Responsibilities

• Facilitate the change management workstream of the digital initiative, including strategy development, stakeholder analysis, and execution.
• Develop and execute a communication plan that translates technical implementation milestones into user-centric messaging tailored to specific audiences (frontline staff, managers, executives)
• Act as a liaison between project leadership and field staff, capturing input and feedback to refine rollout strategies and maximize adoption
• Partner with Training and Communications teams to design and deliver engaging educational materials and toolkits that support behavioral change
• Identify and mitigate change-related risks and resistance through targeted interventions and continuous dialogue
• Measure and report on change readiness, communication effectiveness, and user adoption using surveys, in—person interviews, and metrics dashboards
• Collaborate with program management to align change management plans with overall project timelines and implementation activities
• Coordinate implementation and internal ambassador programs that reinforce key messages and build momentum for change
• Develop internal case studies and success stories to demonstrate impact and drive cultural shifts
• Perform related duties and projects as assigned
• Coordinate with other project team members including contractors, outreach staff, and MBTA stakeholders

Skills

Change management

Stakeholder engagement

Communication planning

Audience messaging

Relationship-building

Empathy

Storytelling

Facilitation

Team collaboration

Emotional intelligence

Education

Bachelor's degree in communications, organizational psychology, business or related field

High School Diploma or GED with 9 years related experience substitutes

Associate degree with 5 years related experience substitutes

Master's degree substitutes for two years of general experience

Nationally recognized certification in change management substitutes for 1 year

Tools

Microsoft Office Suite

Miro

Smartsheet

Asana

Job description

The MBTA is seeking an Organizational Change Management Specialist to drive adoption of a digital transformation across frontline staff and management. This contractor role focuses on readiness, communications, and end-user experience, with daily collaboration across project teams and field staff.

Responsibilities include strategy development, stakeholder analysis, and execution; creating user-centric messaging; mitigating resistance; and measuring adoption through surveys and dashboards.