We’re looking for a hands-on Change Management Consultant to lead organizational change for a high-visibility employee support transformation centered on AI-powered service delivery. This role will shape the change strategy from the ground up and personally drive communications, training, stakeholder engagement, and adoption across a large, multi-site workforce.

Responsibilities

• Develop and execute the full change management strategy and plan for a complex enterprise program using a structured methodology such as ADKAR.
• Assess stakeholder impacts across process, technology, roles, and audiences to identify change risks and areas of resistance early.
• Create and manage end-to-end communications, including messaging strategy, leadership materials, campaign content, and reinforcement communications.
• Design and build enablement materials, such as awareness content, role-based quick guides, and adoption nudges for employees and support agents.
• Support adoption of AI-driven capabilities by helping users build trust in “search and answer” functionality before broader task automation is introduced.
• Build and activate a change champion network across headquarters, stores, distribution centers, and call centers to extend change efforts to hard-to-reach audiences.
• Establish readiness activities, launch communications, and hypercare reinforcement to help sustain adoption after go-live.
• Track progress, provide status updates, and contribute to program governance in partnership with technical and product leadership.
• Sequence communications and change activities carefully across phased releases to avoid audience fatigue and support a smooth rollout.

Skills

• 5+ years of change management experience, including at least 3 years supporting enterprise HR, IT service, or employee experience technology initiatives.
• Proven success driving adoption of a new AI, self-service, or conversational tool within a large, distributed workforce.
• Experience reaching deskless and non-desk employee groups with practical, low-friction adoption approaches.
• Ability to own change strategy independently and execute communications and enablement without relying on separate teams.
• Strong working knowledge of enterprise service platforms such as ServiceNow, Moveworks, Aisera, or similar solutions.
• Experience applying ADKAR or another structured change framework in a compressed delivery timeline.
• Excellent executive communication skills and the ability to draft clear, polished content for leadership audiences.
• Comfort managing multiple workstreams, deadlines, and stakeholder expectations in a fast-paced environment.
• Bachelor’s degree in Business, Human Resources, Communications, Information Technology, or a related field.

Preferred Skills

• Hands-on experience supporting Moveworks or a similar AI-enabled employee support platform.
• Change management certification such as Prosci ADKAR or ACMP.
• Background in HR service delivery, HR operations, or employee support processes.
• Experience in retail, consumer goods, or other large multi-brand organizations with distributed teams.
• Familiarity with Salesforce Marketing Cloud and SharePoint for communications and training distribution.
• Experience localizing content for multilingual or global audiences.
• Experience partnering with system integrators or vendor teams to review and align deliverables.
• A collaborative, adaptable approach with a strong focus on trust-building, adoption, and user experience.

Horizontal Talent is committed to fostering a diverse, equitable, and inclusive workplace where all individuals feel valued and respected. We welcome candidates from all backgrounds and encourage applicants who bring varied perspectives, experiences, and ideas to apply.

By applying for this position, you acknowledge and agree that Horizontal Talent may contact you regarding your application using automated technology, including phone calls, SMS/text messages, or email, which may be delivered by our virtual AI recruiter, Alex.