Job Description: Head - Change & Experience Transformation

Position Overview

We are seeking experienced professionals in Organizational Change Management (OCM) and Service Excellence to lead transformation programs and embed a culture of excellence across our organization. This role requires hands-on experience in driving change initiatives end-to-end, coupled with the ability to design and deliver strategies that enhance employee, patient, and customer experiences.

Key Responsibilities

Organizational Change Management (OCM)

- Lead end-to-end change management implementations across large-scale transformation programs.

- Conduct impact assessments, stakeholder mapping, readiness assessments, and culture assessments to ensure smooth adoption.

- Design and execute change roadmaps including communication, leadership engagement, training, and reinforcement strategies.

- Partner with C-level executives and senior leadership on alignment for transformation programs.

- Deliver training plans and facilitation sessions to prepare employees for new processes, systems, and cultural shifts.

- Drive agile/iterative transformation programs by embedding adaptive and collaborative ways of working.

- Define and monitor adoption metrics to measure ROI of change initiatives.

- Build and mentor internal teams to strengthen OCM capability within the organization.

Service Excellence

- Develop and implement a Service Excellence framework aligned with organizational values and transformation goals.

- Define and monitor service excellence KPIs such as NPS, CSAT, employee engagement, patient satisfaction, and complaint resolution.

- Conduct service journey mapping (employee and customer/patient touchpoints) to identify gaps and design improvements.

- Design and roll out experience audits, surveys, and benchmarking initiatives to track progress.

- Create and deliver training, coaching, and recognition programs that embed service-first behaviors across teams.

- Leverage digital tools and platforms to capture real-time feedback and enhance user engagement.

- Promote a culture of accountability, empathy, and continuous improvement across all service functions.

Key Deliverables

- Successful adoption of transformation programs with high change adoption rates.

- Embedded service excellence practices with measurable improvements in customer/patient/employee experience.

- Standardized change and service frameworks applied consistently across projects and geographies.

- Recognition of the organization as a leader in both change management and service excellence.

Qualifications & Skills

- 7-9 years of experience in consulting/industry with a primary focus on OCM and Service Excellence.

- Experience in at least 5-6 end-to-end OCM implementations; global rollout experience is a plus.

- Strong background in stakeholder management, culture assessment, readiness, and engagement strategies.

- Practical experience in service excellence initiatives (NPS/CSAT programs, journey mapping, training, recognition programs).

- Good understanding of IT, HR, Finance functional processes and business transformation.

- Proficiency in PowerPoint, Excel, and data-driven reporting.

- Certifications preferred: PROSCI, CCMP, APMG (OCM); Lean Six Sigma, CX, or Service Excellence frameworks.

- MBA strongly preferred.

- Excellent oral, written, and presentation skills

- Willingness to travel

Core Competencies

- Change Leadership & Influence

- Service Orientation & Customer-Centric Mindset

- Analytical Thinking & Problem Solving

- Strategic Communication & Storytelling