Technology Change Manager

Howden•Rayne Township, PA

1d•Remote

About The Position

Howden is seeking an experienced and people-focused Change Manager to lead change management activities for the US Retail Technology Programme. This role is crucial for ensuring that technology-enabled transformation projects across US Retail are understood, embedded, and adopted, leading to the realization of expected benefits. The successful candidate will translate technology delivery into clear business impact, drive stakeholder engagement, and support successful adoption throughout the delivery lifecycle. Working closely with programme, business, operations, HR, training, and communications teams, this role emphasizes supporting colleagues through organizational transitions. The Change Manager will play a key role in preparing, supporting, and building confidence in impacted teams, focusing on building practical change capability, managing adoption risk, and treating resistance as valuable feedback.

Requirements

Experience supporting change management in a large financial services organisation.
Proven experience delivering change management within complex technology-enabled transformation environments.
Experience supporting technology implementations across business, operations, and IT teams.
Demonstrable experience applying the ADKAR model to support adoption, readiness, and resistance management.
Strong leadership skills with experience managing or coordinating change activity across cross-functional teams.
Excellent communication, coaching, and stakeholder engagement abilities.
Experience conducting stakeholder analysis, impact assessment, readiness assessment, and adoption planning.
Experience designing and executing communication plans, training strategies, and adoption measurement approaches.
Experience working with teams and individuals impacted by organizational, process, and technology change.
Ability to make clear-headed decisions under pressure.
Excellent relationship management skills and the ability to work with senior managers within a complex, fast-paced organisation.
Proven ability to work in a highly confidential environment.
Ability to ruthlessly manage priorities and focus effort where it will have the greatest adoption impact.

Nice To Haves

Prosci Change Management Certification is preferred.
Experience working with US-based stakeholders or distributed business teams would be advantageous.

Responsibilities

Conduct stakeholder analysis to identify impacted groups, assess readiness, and map change impacts by role, process, and business area.
Work with the business and the programme to ensure the impact of technology changes on the operating model and people are well understood.
Facilitate business thinking on operating model changes required by the technology implementation, ensuring sensitivity to the wider US Retail operating model.
Ensure people changes are understood and the right level of support is provided to those impacted by operating model change, in conjunction with HR and business leadership.
Provide input into stakeholder analysis updates and feed findings into communication, training, and adoption planning.
Define and maintain the change management strategy, including approach, key messages, audiences, engagement channels, and timeline aligned to the delivery plan.
Create and maintain practical adoption plans, including adoption targets, success measures, readiness criteria, and resistance mitigation strategies.
Ensure change activity is integrated into the overall delivery lifecycle, rather than treated as a go-live activity only.
Identify change risks and adoption blockers early, agree mitigation actions, and track these through to closure.
Develop and execute an audience-focused communications plan to communicate change clearly, honestly, and upfront.
Craft targeted messages for stakeholders at different levels, from sponsors and business leaders through to end users.
Build and maintain a network of business adoption champions who can help communicate progress, impacts, and readiness expectations.
Work with internal communications teams to ensure relevant and appropriate communications are developed and delivered in a timely manner.
Disseminate go-live communications and coordinate with business and operations adoption champions to support day-one readiness.
Identify and capture success stories for use in supporting adoption.
Work with the programme training team and business teams to ensure training needs are well understood and training is delivered appropriately and timely.
Design the training strategy and coordinate delivery, including identifying training needs, supporting training materials, scheduling sessions, and coordinating train-the-trainer activity.
Facilitate workshops, training sessions, and engagement activity to build understanding, readiness, and confidence across impacted teams.
Support the development of change tools, templates, and frameworks for reuse across the US Retail Technology Programme.
Promote change awareness and capability across the organisation.
Lead deployment readiness activities from a change perspective, confirming user training, communications, adoption champion engagement, and support structures before go-live.
Ensure colleagues understand what is changing, when it is changing, what action is required, and where support will be available.
Support cutover and go-live planning by ensuring business readiness, communications readiness, and user readiness are visible and actively managed.
Work with benefit owners to ensure benefit outcomes are clear, measurable, and reflective of phased delivery.
Define and track adoption metrics, including adoption targets, user feedback, engagement levels, readiness indicators, and post-go-live adoption measures.
Measure adoption, not just training completion, and use insights to adjust communications, training, and business support activity.
Champion user adoption post go-live by gathering user feedback, surfacing resistance patterns, and escalating adoption blockers.
Manage change resistance by identifying root causes, working with leadership to address concerns, and tracking adoption actions.
Work with internal communications teams to ensure benefit and adoption stories are appropriately communicated.
Build strong relationships with programme teams, business leaders, operations teams, HR, communications, training teams, and impacted colleagues.
Engage stakeholders from the start of the change journey, not only at go-live.
Communicate the change vision, benefits, impacts, readiness expectations, and progress clearly and consistently.
Use stakeholder feedback and resistance themes as data to improve the change approach and support successful adoption.