Senior Human-Centered Change Leader

Salesforce; Miami (FL); On-site; USD 123,000 - 186,000; Full time

Job summary

Salesforce is seeking a seasoned Human-Centered Change Manager to lead change initiatives within Experience Services. You will guide customers through transformative programs, oversee change activities, and partner with project and account leadership to deliver sustainable outcomes.

The role emphasizes coaching, design thinking, and measurement, with up to 50% travel and on-site collaboration with customer teams across industries. Experience in large-scale transformations is required.

Qualifications

• Knowledge of change management principles, methodologies, and tools (e.g., Levers & ADKAR).
• Experience leading Business Value, Design Thinking, or Human-Centered Change relevant workstreams.
• Minimum 5 years of industry experience in customer-facing roles.
• Ability to clearly articulate Human-Centered Change value to stakeholders at all levels.
• Passionate about delivering Human-Centered Change.
• Experience with large-scale transformation engagements.
• Proactive, self-sufficient, and professional with strong organizational and communication skills.
• Creative problem-solver with the ability to inspire others.
• Ability to pivot and navigate dynamic situations.
• Excellent verbal and written communication skills.
• Strong workshop design and facilitation skills.
• Proven track record of building customer relationships.
• Demonstrated ability to design and implement monitoring and measurement frameworks to evaluate change success.
• Experience coaching and developing team members and junior consultants.
• Skilled in resource management, including onboarding, managing, and supervising project teams.
• Working knowledge of AI capabilities and how to responsibly apply them in a consulting context.
• Strong organizational change management experience, including identifying processes, groups, and structures that will need to change to achieve a strategic vision.
• A willingness to travel when required (up to 50% of the time) and an understanding of the value of working on site with our customers.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the Values & Behaviors for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).

Responsibilities

• Develop and execute holistic change strategies for complex transformation initiatives.
• Integrate human-centered service design and behavioral science methodologies.
• Facilitate cross-functional partnerships to design and implement new ways of working.
• Drive senior leadership alignment and executive sponsorship to support transformation success.
• Scale human-centered change practices and new ways of working.
• Analyze the organizational landscape to understand a customer's capability and capacity for managing transformational change.
• Proactively identify potential barriers to change and develop recommended solutions to share with Account Leadership, Project Leadership, and Customer Project Sponsor(s).
• Conduct change impact and barrier analyses, stakeholder interviews, and process reviews.
• Design and implement monitoring, measurement, and evaluation frameworks to assess change success.
• Collaborate closely with program management teams to integrate change strategies into delivery and execution.
• Integrate Design Thinking methodology and outcomes into the Human-Centered Change roadmap.
• Coach senior leaders, managers, and supervisors on Human-Centered Change best practices and articulate the value of change strategies.
• Coach and develop junior team members and project staff.
• Demonstrate repeatable change methodologies for customer self-sustainment.
• Act as the primary point of accountability for designated HCC customer engagements, ensuring delivery quality and client satisfaction.
• Support HCC go-to-market activities including scoping, proposal development, and SOW creation.
• Manage subcontractors and SI partner relationships to ensure aligned and high-quality delivery.
• Serve as a recognized subject matter expert within the HCC Practice, contributing to practice innovation through integration of design, change management, and behavioral science methods.
• Apply foundational expertise across change leadership, culture transformation, org/operating model design, and employee experience.

Skills

Change management

Stakeholder alignment

Design Thinking

Adult learning/coaching

Communication skills

Project governance

Transformation experience

Travel readiness

Education

Degree or equivalent experience

Job description

Salesforce is seeking a seasoned Human-Centered Change Manager to lead change initiatives within Experience Services. You will guide customers through transformative programs, oversee change activities, and partner with project and account leadership to deliver sustainable outcomes.

The role emphasizes coaching, design thinking, and measurement, with up to 50% travel and on-site collaboration with customer teams across industries. Experience in large-scale transformations is required.