Change Management Subject Matter Expert

Job Summary

Leading a specialized team, the full-time Change Management Subject Matter Expert will drive human-centered change management and customer experience initiatives for a National Security client, focusing on developing CX roadmaps and conducting user research in a hybrid work environment.

Key responsibilities

• Oversee the development of portfolio-level customer experience roadmaps and establish Human-Centered Design capability baselines
• Conduct qualitative and quantitative user research to inform change-management planning and communications across various programs
• Facilitate co-design sessions and ensure structured handoffs between design and engineering teams for effective service delivery

Required qualifications

• 10+ years of experience in Change Management, Customer Experience, or Human-Centered Design, with leadership of multi-disciplinary teams
• Active Top Secret Clearance
• Proven expertise in change-management planning and stakeholder engagement
• Experience in directing customer/user research methodologies and creating core HCD artifacts
• Strong background in establishing evidence-based decision criteria and facilitating participatory design sessions