Global Customer Change & Communications Lead

Dun & Bradstreet; Florham Park (NJ); On-site; USD 110,000 - 150,000; Full time

Benefits offered by this job

Generous paid time off

Parental leave

Education assistance

Job summary

Dun & Bradstreet is hiring a Customer Change Management & Communications Manager to define the intake, assessment, and communication of customer-facing change initiatives. You will establish a global change funnel and partner with multiple teams to ensure effective communications and enablement for digital, hybrid, and white-glove delivery models.

You will translate complex product and data changes into clear narratives for Client Success Managers and Account Executives, build training

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, 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.
• Change Management certification (Prosci, ACMP, or similar) is preferred.
• Experience with AI-enabled content creation and automation tools is an advantage.
• Proficiency in Microsoft Office Suite skills
• Show an ownership mindset, be a problem solver, be curious and be inspired to take action.
• Proactive, seeks ways to collaborate and connect with people and teams in support of driving success.
• Continuous growth mindset, keep learning through social experiences and relationships with stakeholders, experts, colleagues and mentors as well as widen and broaden your competencies through structural courses and programs.
• Fluency in English and languages relevant to the working market.

Responsibilities

• Translate all listed responsibilities into this field.
• Provide support for customer journey communications to support high-touch Digital CSM outreach, ensuring messaging is aligned with customer lifecycle stages and enablement goals.
• Establish escalation processes, readiness checkpoints, and clear standards with business partners to drive predictable, high-quality customer outcomes.
• Build a repeatable library of change management playbooks, templates, and enablement assets that scale across recurring initiative types.
• Define and monitor program success metrics and use insights to improve future change execution.

Skills

Written communication

Multi-channel communications

Program management

Stakeholder management

Analytics

Voice of Customer tools

AI content tools

MS Office

Ownership mindset

Collaboration

Learning mindset

Fluent English

Education

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

Change Management certification (Prosci/ACMP)

Tools

Salesforce

Gainsight

Marketo

Journey Orchestrator

Job description

Dun & Bradstreet is hiring a Customer Change Management & Communications Manager to define the intake, assessment, and communication of customer-facing change initiatives. You will establish a global change funnel and partner with multiple teams to ensure effective communications and enablement for digital, hybrid, and white-glove delivery models.

You will translate complex product and data changes into clear narratives for Client Success Managers and Account Executives, build training