Lead Change Management Consultant - Customer Experience, Solutions and Services

Important Application Submission Information

In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Friday, October 23, 2026

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Position Summary:

This role leads change strategy and delivery for a portfolio of complex, high-priority Customer, Operational Excellence, Technology and Employee initiatives across Customer Experience, Solutions and Services (CESS), providing integrated change direction across interdependent workstreams and resolving competing change priorities with sponsors and delivery leaders. The role drives measurable business outcomes by preparing and supporting impacted leaders and employees to adopt new processes, technologies and ways of working, sustain behavior change and build long-term organizational capability.

Success in this role requires advanced consulting, communication and influencing skills; the ability to advise senior leaders and executive management, coach sponsors, shape decisions and build alignment across organizations; and a proactive, solution-oriented approach to navigating complexity, ambiguity and changing business needs.  The role serves as a trusted strategic advisor and requires strong relationship-building, sound judgment and the ability to independently guide complex change across interdependent initiatives and functional boundaries while delivering polished, high-quality work.

Responsbilities

Change Strategy, Planning & Delivery

• Define and lead integrated change strategies and manage change scope for a portfolio of complex projects, transformational efforts and multiple initiatives, with accountability for readiness, adoption and sustained behavior change that support intended business outcomes.
• Advise leaders and delivery teams in defining outcomes and assessing people, process, readiness and ways-of-working impacts across functional boundaries; integrate change management with project management and influence decisions and mitigation strategies.
• Translate change strategies into actionable plans, assessments, roadmaps, leader and stakeholder actions, communications, learning solutions, readiness measures and reinforcement approaches tailored to each initiative; align workstream plans into a cohesive change roadmap and guide resolution of dependencies and conflicting stakeholder needs.
• Use an agile, test-and-learn approach to adapt strategies based on stakeholder feedback, adoption data, results and changing business needs.

Stakeholder Engagement, Sponsorship & Adoption

• Serve as the primary change management contact and strategic advisor for sponsors, including senior leaders and executive management; assess and guide sponsorship needs, behaviors and actions required to build alignment, remove barriers and achieve intended outcomes.
• Coach sponsors and leaders to carry out stakeholder engagement, communication and reinforcement actions; address resistance and strengthen ownership of adoption across impacted teams.
• Operate as an embedded strategic partner, building trusted relationships and strengthening leader and team ownership of sustainable change.

Adoption Measurement, Readiness & Value Realization

• Define and integrate success measures, metrics and monitoring across interdependent initiatives within the assigned portfolio to evaluate and track adoption, readiness and progress toward intended business outcomes.
• Identify and evaluate risks, resistance and performance gaps, and direct adjustments to improve adoption and sustain results.

Change Portfolio Integration & Governance

• Assess cumulative impacts, timing, interdependencies and audience capacity across the CESS change portfolio, anticipating emerging change risks.
• Develop integrated recommendations on sequencing, capacity and mitigation across interdependent initiatives; facilitate resolution of competing change priorities with sponsors and delivery leaders, escalating unresolved tradeoffs through planning and governance forums.

Change Capability, Innovation & Continuous Improvement

• Advance change capability across CESS by developing practice standards and organizational best practices, coaching practitioners and internal teams, providing peer consultation on complex change strategies and deliverables, and scaling effective tools, approaches and lessons learned across initiatives.
• Apply emerging practices to AI, digital and technology-enabled change, including capability, trust and responsible adoption.

Required/Basic Qualifications

• Bachelor’s degree
• In addition to the required degree, a minimum of six (6) years of related work experience
• In lieu of a bachelor’s degree and six (6) years of related work experience, a high school diploma/GED and a minimum of ten (10) years of related work experience

Additional Preferred Qualifications

• Master’s degree
• Minimum of 8 years of related work experience
• Certified Change Management Professional or Prosci change management certification
• Experience independently leading change for large-scale, complex initiatives across people, process, technology, readiness and ways of working, including integrating change across interdependent workstreams within an assigned portfolio and leading AI, digital or technology-enabled change
• Advanced consulting skills, including facilitation, influencing, negotiation, emotional intelligence, decision-making, cultural awareness and problem solving
• Demonstrated ability to advise senior leaders and executive management, coach sponsors, shape decisions, build trusted relationships and gain alignment across functions and levels of the organization
• Strong presentation, written and verbal communication skills, with the ability to translate complex information into clear, compelling, audience-appropriate narratives and executive-ready materials
• Proactive, solution-oriented approach with the ability to anticipate needs, navigate ambiguity, remove barriers and enable effective decisions
• Proven ability to independently manage a portfolio of high-profile priorities, adapt as business needs shift and deliver polished, accurate work in a fast-paced environment
• Experience partnering with cross-functional leaders and agile delivery teams to integrate change activities into project management, governance, initiative plans, implementation timelines and status routines
• Experience defining and using adoption, readiness and business outcome measures, integrating measures across multiple initiatives to identify risks, guide decisions and adjust change strategies
• CESS or customer organization experience, with an understanding of customer strategy, operations, planning, governance and business rhythms
• Experience with agile delivery tools and business insights platforms, including Jira, Power BI or Power Apps
• Competency in one or more complementary disciplines, such as project management, agile, innovation, design thinking, customer experience, learning and development, communications or digital transformation

• Demonstrated ability to adapt change management methodologies, coach change practitioners and internal teams on complex change challenges and develop organizational best practices and innovative approaches
• Experience providing oversight to contingent workers in support of change delivery

Worling Conditions

• Hybrid Mobility Classification – Work will be performed from both remote and onsite locations after the onboarding period. However, hybrid employees must live within a reasonable commute to their designated Duke Energy facility, not greater than 50 miles one way. Employees are expected to report to their assigned Duke Energy facility as required and directed by their manager, on average 3 full workdays per regular workweek.

Travel Requirements

5-15%

Relocation Assistance Provided (as applicable)

No

Represented/Union Position

No

Visa Sponsored Position

No. This is not a Visa Sponsored Position. This role requires the ability to work lawfully in the U.S. without employment-based immigration sponsorship, now or in the future.

Please note that in order to be considered for this position, you must possess all of the basic/required qualifications.

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