Change Management Manager - Top Tier Financial Firm

Key Responsibilities

• Lead end-to-end change management from discovery through planning, execution, and post-launch hypercare to drive confident adoption of the new customer platform.

• Conduct change impact assessments across customer journeys, stakeholders, channels, and assets.

• Coordinate closely with cross-functional teams (Business, IT, Distribution, Customer Service, Marketing, L&H, and W&P) to align on change activities.

• Develop and manage change readiness deliverables including FAQs, guidebooks, training materials, rollout plans, and communication packs.

• Drive client and channel communications throughout the launch lifecycle (pre-launch, pilot, launch, and post-launch) via eDM, SMS, push notifications, and other channels.

• Plan and execute internal and frontline enablement activities such as train-the-trainer sessions, webinars, agency training, and advisor briefings.

• Coordinate updates to all impacted collaterals and channel materials (client letters, leaflets, website content, guides, etc.).

• Support pilot and launch readiness, including onboarding, incident management, and launch-day support.

• Monitor post-launch adoption, gather feedback, and drive continuous improvement through hypercare and ongoing education.