Global Change Management & Communications Lead

Dun-; Center Valley (Lehigh County); On-site; USD 95,000 - 140,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Paid sick time

Education assistance

Volunteer days

Donation matching

401k with company matching

Health benefits

Medical insurance

Job summary

Dun & Bradstreet in the United States seeks a Customer Change Management & Communications Manager to drive the intake, assessment, and global change communications. You’ll partner with Product, Legal, Marketing, and Customer Success to ensure consistent, customer-focused enablement.

You will design a centralized change funnel, tailor engagement for Digital, Hybrid, or White Glove delivery, and build scalable playbooks and enablement assets to improve customer outcomes.

Qualifications

• Bachelor's degree in Communications, Business, Marketing, Change Management, Organizational Development, or a related discipline required.
• 5+ years of experience in customer communications, change management, program management, customer success operations, or related customer-facing disciplines.
• Strong understanding of customer change management frameworks and methodologies (Prosci or equivalent preferred).
• Excellent written and verbal communication skills, ability to translate complex product, data, and technical changes into clear messaging.
• Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar).
• Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) is preferred.
• Change Management certification (Prosci, ACMP, or similar) is preferred.

Responsibilities

• Program manage complex, customer-impacting changes across multiple teams, driving governance and accountability across every stage.
• Partner with business stakeholders to build strategic customer enablement plans, defining the right support model and milestones.
• Translate complex technical, data, and product changes into clear, actionable narratives.
• Success Managers, Account Executives, and other customer-facing teams can confidently deliver to customers.
• Develop customer-facing team training and enablement (talk tracks, playbooks, FAQs, scenario guides).
• Design and govern the customer change intake and funnel framework, ensuring inputs are ready before communications begin.
• Determine the appropriate customer engagement model for each change — No Communication, Digital, Hybrid, or White Glove.
• Partner with Digital CSM, Client Learning & Adoption, and Marketing to align communications and adoption content.
• Establish escalation processes, readiness checkpoints, and clear standards with partners to drive outcomes.
• Build a library of change management playbooks, templates, and enablement assets for recurring initiatives.
• Define and monitor program success metrics and use insights to improve future change execution.
• Provide support for customer journey communications to support high-touch Digital CSM outreach.

Skills

Customer communications

Change management

Program management

Cross-functional collaboration

Education

Bachelor's degree in Communications, Business, Marketing, Change Management, Organizational Development, or related discipline

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Microsoft Office Suite

Job description

Dun & Bradstreet in the United States seeks a Customer Change Management & Communications Manager to drive the intake, assessment, and global change communications. You’ll partner with Product, Legal, Marketing, and Customer Success to ensure consistent, customer-focused enablement.

You will design a centralized change funnel, tailor engagement for Digital, Hybrid, or White Glove delivery, and build scalable playbooks and enablement assets to improve customer outcomes.