Global Change Management & Communications Lead

Dun & Bradstreet; Center Valley (Lehigh County); On-site; USD 110,000 - 140,000; Full time

Job summary

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to lead the intake, assessment, and global communications for customer-impacting changes. You will establish a centralized change funnel, drive consistent messaging, and enable teams across Product, Legal, Marketing, and Sales to deliver high-quality customer communications.

You will partner with Success, Sales, and Marketing to design training, playbooks, and support models, ensuring clear escalation, and

Qualifications

• Bachelor’s degree in Communications, Business, Marketing, Change Management, Organizational Development or 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, with the ability to translate complex product, data, and technical changes into clear, actionable customer messaging.
• Experience developing and executing customer-facing communication programs across multiple channels (email, in-app, community, digital platforms).
• Strong program and project management skills with the ability to manage multiple concurrent change initiatives.
• Experience partnering with Product, Legal, Marketing, Customer Success, and Sales in a matrixed, global environment.
• Experience with CRM and marketing automation platforms (Salesforce, Gainsight, Marketo, Journey Orchestrator, or similar).
• Strong analytical mindset with the ability to leverage entitlement, usage, and engagement data to inform communication strategies.
• Familiarity with Voice of Customer platforms (Qualtrics, CustomerGauge) is preferred.

Responsibilities

• Program manage complex, customer-impacting changes originating from Product, Data, Analytics, Technology, Commercial, Legal, and Strategic Initiative teams.
• Drive governance, structure, and accountability across every stage of the change lifecycle.
• Partner with business stakeholders to build strategic customer enablement plans for each change initiative.
• Define the right support model, milestones, success criteria, and escalation paths.
• Translate complex technical, data, and product changes into clear, actionable narratives.
• Ensure Customer Success Managers and Account Executives can confidently deliver to customers.
• Develop customer-facing training and enablement materials for CSMs and AEs.
• Design and govern the customer change intake and funnel framework.
• Determine the appropriate engagement model (No Communication, Digital, Hybrid, White Glove).
• Collaborate with Digital CSM, Client Learning & Adoption, and Marketing to align communications and adoption content.
• Establish escalation processes, readiness checkpoints, and clear standards with partners.
• Build a library of change management playbooks and templates.
• Define and monitor program success metrics and use insights to improve execution.
• Support customer journey communications for high-touch Digital CSM outreach.

Skills

Communication skills

Program management

Analytical mindset

Cross-functional collaboration

Change management

Education

Bachelor’s degree in Communications, Business, Marketing, Change Management, Organizational Development

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Job description

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to lead the intake, assessment, and global communications for customer-impacting changes. You will establish a centralized change funnel, drive consistent messaging, and enable teams across Product, Legal, Marketing, and Sales to deliver high-quality customer communications.

You will partner with Success, Sales, and Marketing to design training, playbooks, and support models, ensuring clear escalation, and