CXO Change Manager

The Manager of CXO Change provides strategic leadership for employee change management for First Tech's branches (XCs) and contact center (CXC), collectively known as the "CXO" to drive low-effort employee and member experiences. This role oversees the creation, delivery, and usage of resources and systems for member-facing teammates, focusing on implementing a simplified framework to introduce and embed change.

• Manage a team of high-performing employees through effective people leadership practices including regular communication of performance expectations and feedback to employees to maintain high team performance; provide coaching and corrective action as required; actively support employee professional growth and development
• Develop and implement a change management framework to streamline the distribution of various updates (e.g., process improvements, system enhancements, rate changes, product updates, etc.) to the front-line employees, maximizing awareness and understanding while considering the volume and pace of updates
• Optimize information within the Pega Knowledge Management System (KMS) by managing articles for quality and consistency based on feedback. Proactively review KMS utilization and effectiveness by engaging end users for feedback on article quality, clarity, and real-time use. Provide leadership with recommendations for continuous improvement
• Act as the primary liaison for internal stakeholders, evaluating the impact of changes on members and employees. Establish and track key performance indicators (KPIs) to measure and report on the effectiveness of communications and adoption of change mechanisms
• Ensure front-line readiness by consolidating and distributing accurate, intuitive content to teammates in a timely manner, enabling exceptional service delivery. Develop, maintain, and share a deep understanding of First Tech's products, services, and processes to translate complex topics into clear, polished content
• Collaborate with Corporate Communications, Marketing, Learning and Development, and key stakeholders to identify and address barriers to successful change implementation. Ensure content accuracy, compliance, and alignment with First Tech's branded tone of voice. Adhere to standard review and governance process, obtaining necessary stakeholder input and approvals
• Enable employees to deliver accurate and consistent information to members, while sharing accountability for KPIs including Average Handling Time (AHT), First Contact Resolution (FCR), and error reduction and productivity (product sales, self-serve promotion)
• Foster a dynamic, high paced environment by setting and consistently meeting Service Level Agreements (SLAs) to produce and disseminate content
• Identify gaps in processes and skills, and design and implement structured program to bridge gaps
• Develop, maintain, and share a deep understanding of First Tech's products, services and processes to translate complex topics into simple, polished content

• Minimum Education: Bachelor's degree in Business Administration, or other related fields of study or equivalent experience
• Minimum 5 years' experience in change and knowledge management in the financial services industry, overseeing business update creation/distribution for employees. Track record of success operating in a front-line team environment
• Minimum 2 years of proven people management and development skills, adept at providing frequent and valuable performance feedback to develop and build employees
• Demonstrated experience in overseeing change management for front-line teams
• Experience managing front-line enablement through a merger integration process
• Excellent written communication skills; able to write/speak clearly and professionally. Highly proficient and comfortable developing creative and simple content using normal, everyday language that is easy to understand
• Knowledge of and passion for change management principles, methodologies and tools, including next generation technology opportunities (e.g. Artificial Intelligence)
• A "Digital First" mindset, able to tailor change updates and channels to various audiences
• Exceptional business acumen and ability to translate it to organizational strategy; successful experience managing all aspects of cross-business unit programs, including communicating with internal and external stakeholders at all levels of the organization
• Adaptable to changing circumstances and evolving organizational needs
• Capable of leading and engaging teams across First Tech to develop content and talk-offs swiftly, with clear responsibilities and accountabilities, using templates to maximize efficiency to produce content
• Proven ability to articulate complex concepts simply, while tailoring messages to different audiences including senior leadership, technical, and member support teams
• Ability to foster strong internal and external business relationships
• Highly organized with proven expertise in prioritizing and managing multiple projects and tasks simultaneously to meet deadlines without sacrificing quality. Exceptional attention to detail
• Strong analytical and problem solving skills; ability to resolve complex issues with minimal direction
• Proficiency with Microsoft Office Suite, Pega (or similar CRM system), Knowledge Management Systems and content creation software (e.g. Canva, Adobe, video editing)
• Certifications: N/A