Hybrid Change Leader: Agent Experience & Process Improvement

Western Union; Denver (CO); Hybrid; USD 120,000 - 160,000; Full time

Job summary

Western Union is seeking an Agent Experience & Process Improvement Manager to drive change management and process improvements across regions. The role supports communication, training, and stakeholder engagement, partnering with product, operations, and regional teams to ensure successful adoption.

Ideal candidates have a Bachelor’s degree, 5+ years in transformation or change management, and prior people leadership experience.

Qualifications

• Bachelor’s degree or equivalent experience required.
• 5+ years in project management, transformation, or change management.
• Experience leading cross-functional change across regions.
• Leadership experience coaching and developing team members.
• Strong communication and stakeholder management skills.

Responsibilities

• Lead change management and process improvement plans for new features across regions.
• Assess readiness, adoption risks, and organizational impact.
• Develop communication, training, and stakeholder engagement plans.
• Collaborate with product, operations, service, and regional teams.
• Track adoption, gather feedback, and adjust plans.
• Report progress, risks, and outcomes to leadership.
• Build scalable change management practices across initiatives.

Skills

Bachelor’s degree

5+ years experience

Cross-functional leadership

People leadership

Communication & stakeholder management

Problem solving

Education

Bachelor’s degree in a related field or equivalent experience

Job description

Western Union is seeking an Agent Experience & Process Improvement Manager to drive change management and process improvements across regions. The role supports communication, training, and stakeholder engagement, partnering with product, operations, and regional teams to ensure successful adoption.

Ideal candidates have a Bachelor’s degree, 5+ years in transformation or change management, and prior people leadership experience.