Principal Customer Zero Enablement Change Enablement

Workday • Pleasanton, CA

3d • $148,200 - $263,300 • Hybrid

About The Position

Workday is seeking an experienced enablement professional to lead Customer Zero enablement for assigned products and initiatives. The role connects the Business Technology Customer Zero Enablement team with Product Management and business stakeholders, championing employees’ early adoption of Workday products, including AI agents and emerging capabilities, before their release to the broader market. It represents employee feedback to product teams while preparing internal users to work with new or unfinished software.

The position has senior-level scope and influence through expertise and cross-functional leadership, without formal people-management responsibility. The successful candidate will define enablement strategy, use independent judgment to select approaches for ambiguous initiatives, and build working networks among pilot groups, product teams, and business stakeholders. The role calls for enthusiasm for early adoption, a grounding in change and adoption principles, and a considered perspective on AI’s effects on internal workflows.

Workday describes its Flex Work approach as combining in-person and remote work. Employees spend at least half of their time each quarter in the office or in the field with customers, prospects, and partners, depending on the role; remote home-office employees may also come to offices for important moments.

Requirements

• At least 10 years of experience in change management, IT or product enablement, internal communications, or a related field.
• Demonstrated experience defining and leading end-to-end enablement or adoption strategies for large-scale technology rollouts, with independent judgment on methods and approach.
• Experience leveraging or critically evaluating AI tools and technologies in work processes, decision-making, or problem-solving.
• Critical thinking, including analyzing issues and opportunities broadly, anticipating consequences, and investigating root causes and alternatives.
• Ability to make progress in ambiguous and changing situations.
• Ability to work with speed and agility, learn quickly, synthesize complex initiatives, and turn them into actionable steps and credible plans.
• Commitment to continuous improvement and developing and applying new skills.
• Ability to build productive, inclusive, collaborative relationships and manage differences through direct feedback.

Nice To Haves

• Certification in a formal change management methodology, such as PROSCI or CCMP.
• Experience designing persona-based enablement campaigns and curating success stories for internal and external audiences.
• Comfort using generative AI tools for content creation, drafting, and analysis, with sound judgment about when human review and nuance are essential.
• Experience with Adobe Creative Cloud.

Responsibilities

• Own the Customer Zero enablement strategy for assigned products and initiatives, defining how internal teams are onboarded, supported, and motivated to adopt capabilities before general availability.
• Represent employees’ day-to-day experiences to Product Management teams, translating friction points and enthusiasm into input that can shape products.
• Own the Customer Zero communications strategy from ideation through execution, explaining changes, early access, and user expectations; review, deliver, and measure communication tactics.
• Champion responsible internal use of AI, including adoption of Workday AI agents and capabilities, using generative AI tools for content creation and personalization, and evaluating adoption before broad usage data exists.
• Partner with Product Management and Business Operations to define strategy, sequencing, and readiness criteria for internal product and feature rollouts.
• Create materials that prepare internal teams to use early-release capabilities and provide useful feedback, including Slack updates, email announcements, short-form video tutorials, intranet pages, FAQs, and AI-powered support resources.
• Collaborate with IT product managers, enablement, and communications teams to develop a cohesive internal adoption story that can be shared with prospects and customers.
• Build persona-based enablement campaigns tailored to employee roles, product familiarity, or teams.
• Curate internal Customer Zero successes, lessons, and measurable outcomes into narratives for internal momentum and external proof points.
• Define and track adoption and business-outcome metrics, using data and AI-assisted analytics to measure usage, sentiment, and internal benefits; feed results into product development and external narratives.
• Meet or exceed timelines while working with the ambiguity of internally rolling out unfinished or newly released software.
• Participate in in-person and virtual collaboration sessions, bringing an adoption and end-user perspective to product and program discussions.
• Stay current on Customer Zero, AI, and change enablement trends and bring relevant practices and ideas to the team.

Benefits

• The role may be eligible for the Workday Bonus Plan or a role-specific commission or bonus, as well as annual refresh stock grants.
• Workday refers candidates to information about its comprehensive benefits but does not list specific benefits in the posting.

What This Job Offers

• Job Type: Full-time
• Career Level: Principal
• Education Level: No Education Listed