Job Title

Center of Change Process Engineer

Written By

Necy Santiago

Reports To

Center of Change Director

Approved By

Kate Driz

Division / Department

Customer Experience, Operations

Updated as of

April 7, 2025

Job Purpose

The Manager, Center of Change is responsible for managing and driving the execution of organizational transformation initiatives focused on customer experience enhancement. This role leads a team of process engineers, Six Sigma professionals, and change champions to deliver projects that improve processes, optimize performance, and foster a culture of continuous improvement using Six Sigma, Agile, and change management methodologies.

Key Performance Areas

Process Excellence and Six Sigma

• Lead and oversee key process improvement initiatives, ensuring alignment with business priorities and customer impact
• Mentor Six Sigma Green Belts and support certification efforts for Yellow Belts and new practitioners
• Ensure project charters, baselines, and KPIs are well-defined and outcomes are measured for benefit realization

 Agile Transformation Leadership

• Support agile adoption by coaching teams on agile practices and ensuring effective implementation of frameworks across transformation initiatives
• Facilitate agile ceremonies and retrospectives to ensure team performance and learning

• Coordinate with product owners and functional leaders to ensure agile efforts are aligned with business objectives

Change Management

• Design and implement change management strategies to support transformation initiatives
• Champion employee engagement and readiness through communication, training, and stakeholder management
• Build and nurture a network of change advocates across the business

Customer-centered Innovation

• Ensure all transformation efforts are grounded in customer insights and aim to improve customer, distributor, and employee experiences
• Partner with experience design and feedback teams to incorporate voice of the customer in solution design and improvement initiatives.

Team leadership

• Manage a cross-functional team of process engineers and change leads; provide coaching, clear direction, and performance feedback
• Foster a collaborative, high-performance culture that promotes continuous learning and innovation
• Coordinate with other departments to ensure cross-functional alignment and effective execution of transformation projects

 Measurement and Reporting

• Track and report key success metrics for improvement initiatives (e.g., cycle time, cost, customer satisfaction
• Use data and stakeholder feedback to drive iterative improvements and decision-making

• Present project updates, wins, and risks to the Director and key stakeholders

 Stakeholder Management and Collaboration

• Engage with internal stakeholders to align experience design initiatives with overarching business objectives
• Foster a culture of collaboration and customer-centric innovation across cross-functional teams
• Present findings, recommendations, and results to senior leadership to influence strategic decision-making and organizational direction

Critical to Success Measures

To evaluate the effectiveness and impact of the role, the following metrics will serve as key indicators of success:

• Customer metrics, e.g. Net Promoter Score (NPS), Customer Satisfaction (CSAT), First Resolution Rate (FCR), Customer Effort Score (CES)
• Agile Transformation Success, e.g. Successful implementation, and adoption of agile methodologies across teams
• Process Improvement Metrics including team performance and productivity metrics
• Change Adoption Rate, e.g. percentage of employees engaged and trained in new processes and methodologies
• Positive feedback from team members and stakeholders regarding coaching effectiveness and change initiatives
• Customer Satisfaction Metrics, e.g. Enhanced customer satisfaction metrics as a result of process excellence initiative
• Change Impact Assessment, e.g. measure the impact of change initiatives on business objectives (e.g., project delivery times, quality improvements)
• Effective project implementation and benefit realization

Education and Experience

• Bachelor’s degree in Business Administration, Engineering, User Design, or a related field
• 6+ years of experience in customer experience design, innovation, or customer success management
• Strong background in leveraging vendor technologies to create hyper-personalized experiences
• Certified Six Sigma Green Belt, Black belt preferred

Skills and Competencies

• Extensive experience in leading agile transformations and change management initiatives within large, complex organizations
• Proven track record of successfully managing high-performing teams and driving cultural change
• Strong understanding of agile principles, frameworks, and Six Sigma methodology
• Proficiency in customer experience platforms and CRM systems
• Excellent strategic thinking, communication, and interpersonal skills to effectively influence and engage stakeholders at all levels
• Demonstrated ability to present complex information and recommendations to senior leadership
• Relevant certifications in Agile coaching, e.g., Certified ScrumMaster (CSM), Certified Agile Coach (ICP-ACC), etc.), change management (e.g., Prosci, ACMP), and Six Sigma (e.g., Black Belt, Green Belt)

Personal Attributes

• Proactive, results-driven, and customer-obsessed
• Empathetic leader and collaborative team player
• Resilient and adaptable in the face of ambiguity and change
• Passionate about learning, innovation, and building capability in others