Human Centered Change Consultant

**Job Category **:Customer Success Group

**Job Details**:
**Human Centered Change Consultant***:
**Job Details**:
The Salesforce Professional Services Human Centered Change team is a group of passionate consultants who create and execute change strategies through a human centered approach enabling our customers to maximize value from our Salesforce platform. We take a design-led and empathetic approach to creating achievable strategies to keep users at the heart of everything we do turning human insights into business impact at Salesforce scale. We work across all industry verticals to help customers unleash the full power of Salesforce through a human-centric approach to change management.

Our work environment appeals to self-motivated, flexible team players that have great interpersonal skills and lots of curiosity. We believe in peer relationships rather than hierarchies; in teams rather than lone thinkers. Salesforce is all about an open collaborative approach and we think it is the key enabler for us to deliver innovative, ground-breaking work.

As part of Salesforce Professional Services, our consultants have a strategic approach including understanding our customers’ business objectives and the challenges they face in achieving the change required to truly transform. We partner with Salesforce colleagues across various engagements to enable a cross functional team to ensure valuable customer outcomes. Successfully engaging with our customers requires both a willingness to travel when required and an understanding the value of working on site.

**Key Accountabilities**

Success will be measured by your contribution and collaboration within the Human Centered Change team as well as within customer-facing engagements — working with teams and customers to create successful outcomes and ensure the highest level of customer satisfaction. Specifically, your areas of focus will be: actively participating in the Salesforce culture, ensuring your skills and role requirements are continuously met, and assisting with human centered change activities throughout a project’s lifecycle.

**Responsibilities**
- Build and execute holistic change strategies for complex transformation initiatives
- Integrate human-centered service design and the science of behavior change methods
- Facilitate cross-functional partnerships to design and launch new ways of working
- Drive cross-functional stakeholder alignment, engagement and buy-in
- Scale new ways of working and practices focused on human-centered change
- Conduct impact and barrier analyses, maturity level assessments via stakeholder interviews and review existing processes to identify pain points and gaps
- Support detailed change management activities including needs analysis, assessment of change readiness, communications and guiding training teams to ensure an integrated approach
- Engage closely with program management teams and key initiatives to ensure change leadership behavior modeling, change vision and narrative, change enablement activities, and change strategies are integrated to delivery and execution
- Act as a change delivery leader for strategic delivery projects and programs
- Drive enablement initiatives and manage diverse change and enablement resources and teams to drive customer success
- Integrate Design Thinking methodology, outcomes and vision into the Change roadmap
- Support and engage customer senior leaders, coach managers and supervisors on Human Centered Change standard methodologies and articulate the value of change strategies
- Demonstrate repeatable change methodologies for customer self sustainment

**Preferred Qualifications & Skills**:

- Direct change strategy and delivery experience across industries and projects
- History of leading Business Value, Design Thinking or “Human Centered Change” relevant workstreams
- 5+ years industry experience (minimum) in a customer facing role
- Ability to clearly articulate Human Centered Change value to all levels of stakeholders
- Passionate and enthusiastic about delivering Human Centered Change
- Experience with large scale transformation engagements
- Proactive, self-sufficient and professional, with strong organizational, time management and communication skills
- Creative problem-solver with the ability to work with a blank slate and inspire others
- Experience pivoting and navigating dynamic and changing situations
- Excellent communication skills both verbal and written
- Proven track record of building client relationships
- Willingness to travel up to 50% of the time
- Relevant degree or professional qualification(s)
- Experience working across a variety of industries (Financial Services, Healthcare & Life Sciences, Retail, Media & Tech, etc)
- Prosci Certification

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**Accommodations**:
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