Transit Digital Transformation – OCM Lead

MBTA; Boston (MA); Hybrid; USD 90,000 - 130,000; Full time

Job summary

The MBTA is launching a digital transformation initiative to equip frontline employees with streamlined, mobile-first tools. As an Organizational Change Management Specialist, you will ensure stakeholders are aligned, engaged, and ready to adopt new technology.

You will lead change readiness, craft communications, drive audience engagement, and ensure a seamless end‑user experience. This is a term‑limited contractor role with a hybrid schedule, in-office at least two days weekly.

Qualifications

• A bachelor’s degree in communications, organizational psychology, business, or related field.
• Five (5) years of professional experience leading organizational change initiatives, preferably in a unionized, public sector, or transportation environment.
• Demonstrated excellence in audience‑specific messaging, engagement strategy, and communication planning.
• Proven experience navigating resistance to change through empathy, relationship‑building, and face‑to‑face dialogue.
• Strong understanding of user experience principles as they relate to behavior change and technology adoption.
• Experience with change frameworks such as Prosci ADKAR, Kotter, or similar.
• Excellent written and verbal communication skills, including storytelling, presentation development, and facilitation.
• Ability to work collaboratively across disciplines and levels, and influence without authority.
• High emotional intelligence, active listening, and the ability to connect with a wide variety of audiences.
• Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), and familiarity with collaboration tools such as Miro, Smartsheet, or Asana.
• Experience tracking and analyzing communication metrics and adjusting strategies accordingly.

Responsibilities

• Facilitate the change management workstream of the digital initiative, including strategy development, stakeholder analysis, and execution
• Develop and execute a communication plan that translates technical implementation milestones into user‑centric messaging tailored to specific audiences (frontline staff, managers, executives)
• Act as a liaison between project leadership and field staff, capturing input and feedback to refine rollout strategies and maximize adoption
• Partner with Training and Communications teams to design and deliver engaging educational materials and toolkits that support behavioral change
• Identify and mitigate change‑related risks and resistance through targeted interventions and continuous dialogue
• Measure and report on change readiness, communication effectiveness, and user adoption using surveys, in—person interviews, and metrics dashboards
• Collaborate with program management to align change management plans with overall project timelines and implementation activities
• Coordinate implementation and internal ambassador programs that reinforce key messages and build momentum for change
• Develop internal case studies and success stories to demonstrate impact and drive cultural shifts
• Perform related duties and projects as assigned
• Coordinate with other project team members including contractors, outreach staff, and MBTA stakeholders

Skills

Change management

Audience messaging

Engagement strategy

Relationship building

User experience

Education

Bachelor's degree

High School Diploma substitute

Associate degree substitute

Master's degree substitute

Tools

Microsoft Office

Miro

Smartsheet

Asana

Job description

The MBTA is launching a digital transformation initiative to equip frontline employees with streamlined, mobile-first tools. As an Organizational Change Management Specialist, you will ensure stakeholders are aligned, engaged, and ready to adopt new technology.

You will lead change readiness, craft communications, drive audience engagement, and ensure a seamless end‑user experience. This is a term‑limited contractor role with a hybrid schedule, in-office at least two days weekly.