Lead, Member Experience Readiness (18-Month Contract)
$86,400–$106,680 year
Hybrid · Vancouver, British Columbia, Canada
Job Summary
Lead, Member Experience Readiness acts as a change leader to ensure members and employees are prepared to adopt new products, services, and ways of working. Designs and executes readiness strategies to support successful change adoption; engages stakeholders including executives; conducts readiness assessments; coordinates readiness activities across initiatives using strong project management; communicates clearly with diverse audiences; collaborates with Marketing, External Communications, and ITS; and supports sustainment and measurement of adoption outcomes post-implementation. The role requires a post-secondary degree, 7+ years of change/adoption experience in complex organizations, ability to influence senior leaders, and knowledge of structured change management methodologies. Formal certification (Prosci/ACMP) and experience in financial services or regulated environments are considered advantages.
Required Qualifications
- A post-secondary degree in business, communications, change management, or a related field
- 7+ years of experience leading change, readiness, or adoption initiatives in complex organizations
- Demonstrated experience supporting enterprise-level or cross-functional transformation initiatives
- Strong project management experience coordinating multiple stakeholders and workstreams
- Proven ability to influence and advise senior leaders and executives
- Experience applying structured change management methodologies
- Exceptional written and verbal communication skills
- Formal change management certification (e.g., Prosci, ACMP) (preferred)
- Experience within financial services or a regulated environment (preferred)
- Familiarity with member-centric service design or user experience practices (preferred)
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