Global Customer Change & Communications Lead

Dun & Bradstreet in; Center Valley (Lehigh County); On-site; USD 95,000 - 130,000; Full time

Benefits offered by this job

Paid time off

Parental leave

Education assistance

Job summary

The Customer Change Management & Communications Manager at Dun & Bradstreet in Center Valley, PA, leads the global change funnel and customer-impact assessments. You will translate complex product, data, and operational changes into clear customer communications and enablement content across digital, hybrid, and white-glove delivery models.

Working with product, legal, marketing, and client learning teams, you’ll design training materials, establish escalation processes, and define success

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, or related customer-facing disciplines.
• Strong understanding of customer change management frameworks (Prosci or equivalent) preferred.
• Excellent written and verbal communication skills; able to translate complex changes into clear messaging.
• Experience with multi-channel customer communications programs (email, in-app, digital platforms).

Responsibilities

• Program manage complex, customer-impacting changes originating from Product, Data, Analytics, Technology, Commercial, Legal, and Strategic Initiative teams.
• Partner with stakeholders to build strategic enablement plans for each change, defining support models and milestones.
• Translate complex changes into clear, actionable narratives.
• Enablement content for CSMs and AEs to communicate with customers effectively.
• Develop training materials and playbooks for customer-facing teams.
• Design and govern change intake and funnel framework with required inputs.
• Determine engagement model (No Communication, Digital, Hybrid, White Glove) per change.
• Align communications and adoption content with marketing and Digital CSM.
• Establish escalation processes, readiness checkpoints, and standards for success.
• Build scalable change management playbooks and templates.
• Define and monitor metrics like awareness, actions, readiness, retention/adoption impact.

Skills

Customer communications

Change management

Program management

Cross-functional collaboration

CRM (Salesforce)

Marketing automation

English fluency

Education

Bachelor's degree

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Job description

The Customer Change Management & Communications Manager at Dun & Bradstreet in Center Valley, PA, leads the global change funnel and customer-impact assessments. You will translate complex product, data, and operational changes into clear customer communications and enablement content across digital, hybrid, and white-glove delivery models.

Working with product, legal, marketing, and client learning teams, you’ll design training materials, establish escalation processes, and define success