Global Customer Change & Communications Lead

Dun & Bradstreet in; Florham Park (NJ); On-site; USD 90,000 - 130,000; Full time

Job summary

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to lead intake, assessment, and global communication of customer-facing changes. This role establishes a centralized change funnel ensuring changes are assessed, segmented, and supported through appropriate channels.

The role drives consistency and improved customer experience by ensuring readiness, enablement content, and support models are in place before communications are executed.

Qualifications

• Bachelor's degree in a relevant field.
• 5+ years in customer communications, change management, or related roles.
• Experience with CRM and marketing automation platforms.
• Ability to translate complex product/technical changes into clear customer messaging.
• Experience delivering customer-facing programs across multiple channels.
• Strong program and project management skills in a global environment.
• Prosci or similar change management certification preferred.
• Familiarity with AI-enabled content creation tools preferred.

Responsibilities

• Program manage complex, customer-impacting changes across multiple teams.
• Partner with stakeholders to build customer enablement plans with milestones.
• Translate technical and data changes into clear narratives for customers.
• Develop customer-facing training and enablement materials.
• Design and govern the change intake and funnel framework.
• Determine appropriate engagement models and orchestrate delivery.
• Align communications with Digital CSM, Marketing, and Adoption teams.
• Establish escalation and readiness standards with partners.
• Create and maintain a library of change playbooks and assets.
• Define and monitor program success metrics for customer outcomes.
• Support journey communications for high-touch Digital CSM outreach.

Skills

Excellent written and verbal comms

Change management frameworks

CRM & marketing automation

Program & project management

Cross-functional collaboration

AI-enabled content tools familiarity

Education

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

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Qualtrics

CustomerGauge

Job description

Dun & Bradstreet is seeking a Customer Change Management & Communications Manager to lead intake, assessment, and global communication of customer-facing changes. This role establishes a centralized change funnel ensuring changes are assessed, segmented, and supported through appropriate channels.

The role drives consistency and improved customer experience by ensuring readiness, enablement content, and support models are in place before communications are executed.