Change Management SME

ECS Tech Inc•Arlington, VA

1d•Hybrid

About The Position

ECS is seeking a Change Management SME to lead a human-centered change management and customer experience (CX) capability in support of our National Security client. The scope of the program includes developing portfolio-level CX roadmaps, establishing Human-Centered Design (HCD) capability baselines, conducting qualitative and quantitative user research, and driving enterprise-wide change-management planning and communications across a diverse portfolio of programs. This position is located in Ballston, VA (Arlington) with the option for routine remote work. In this role, you will lead a specialized team of change strategists and HCD practitioners driving organizational adoption and user-centric service delivery. We are seeking an accomplished, dynamic, and creative leader with extensive experience blending formal change management methodologies with Human-Centered Design principles in complex government environments. The role requires strong team leadership and client management skills to establish evidence-based decision criteria, facilitate participatory co-design sessions, and ensure structured handoffs between design and engineering teams. Your ability to craft comprehensive journey maps, service blueprints, playbooks, and strategic communications will be critical to establishing trusted partnerships and driving successful program transformation.

Requirements

10+ years of progressive experience in Change Management, Customer Experience (CX), or Human-Centered Design (HCD), including experience leading multi-disciplinary teams.
Active Top Secret Clearance.
Proven expertise in change-management planning, stakeholder engagement, organizational readiness, and strategic communications.
Strong track record establishing portfolio-level CX roadmaps, HCD capability baseline assessments, and periodic progress evaluations.
Hands-on experience directing customer/user research methodologies, including ethnographic interviews, usability testing, heuristic evaluations, tree-testing/card-sorting, focus groups, and surveys.
Proficiency in establishing evidence-based decision criteria, feature prioritization, and portfolio-wide design standards and frameworks.
Demonstrated success facilitating co-design and participatory design sessions with stakeholders, product teams, and end-users.
Deep expertise creating core HCD artifacts, including journey maps, service blueprints, personas, playbooks, templates, and Standard Operating Procedures (SOPs).

Responsibilities

Developing portfolio-level CX roadmaps
Establishing Human-Centered Design (HCD) capability baselines
Conducting qualitative and quantitative user research
Driving enterprise-wide change-management planning and communications
Leading a specialized team of change strategists and HCD practitioners
Driving organizational adoption and user-centric service delivery
Establishing evidence-based decision criteria
Facilitating participatory co-design sessions
Ensuring structured handoffs between design and engineering teams
Crafting comprehensive journey maps, service blueprints, playbooks, and strategic communications
Establishing trusted partnerships
Driving successful program transformation
Stakeholder engagement
Organizational readiness
Strategic communications
Establishing portfolio-level CX roadmaps
HCD capability baseline assessments
Periodic progress evaluations
Directing customer/user research methodologies
Establishing evidence-based decision criteria
Feature prioritization
Portfolio-wide design standards and frameworks
Facilitating co-design and participatory design sessions
Creating core HCD artifacts, including journey maps, service blueprints, personas, playbooks, templates, and Standard Operating Procedures (SOPs)