Senior Change Management Consultant - Customer Experience, Solutions and Services

Build an exciting, rewarding career with us – help us make a difference for millions of people every day. Consider joining the Duke Energy team, where you'll find a friendly work environment, opportunities for growth and development, recognition for your work, and competitive pay and benefits.

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), translating initiative goals into integrated strategies that drive measurable business outcomes, adoption, sustained behavior change and long-term organizational capability.

Success in this role requires advanced consulting, communication and influencing skills; the ability to advise senior leaders, 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 manage multiple high-priority initiatives while delivering polished, high-quality work.

• Lead the development and delivery of integrated change strategies for a portfolio of complex, high-priority Customer, Operational Excellence, Technology and Employee initiatives, with accountability for business outcomes, adoption and sustained behavior change.
• Advise leaders and delivery teams in defining outcomes, evaluating people, process, readiness and ways-of-working impacts, and integrating change priorities into initiative plans and decisions.
• Translate change strategies into actionable plans, assessments, roadmaps, leader and stakeholder actions, communications, learning solutions, readiness measures and reinforcement approaches tailored to each initiative.
• Use an agile, test-and-learn approach to adapt strategies based on stakeholder feedback, adoption data, results and changing business needs.

• Serve as a strategic advisor to leaders on sponsorship, role clarity, change risks and decisions needed to build alignment, remove barriers and achieve intended outcomes.
• Shape and lead integrated change strategies—including sponsorship and leader alignment, stakeholder engagement, communications, learning and capability building, readiness, resistance management, adoption measurement and reinforcement—to build understanding, commitment, adoption and sustained behavior change across impacted audiences.
• Operate as an embedded strategic partner, building trusted relationships and strengthening leader and team ownership of sustainable change.

• Define success measures 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.

• Assess cumulative impacts, timing, interdependencies and audience capacity across the CESS change portfolio.
• Synthesize portfolio risks, tradeoffs and recommendations to inform prioritization and decisions through planning and governance forums.

• Advance change capability across CESS by applying practice standards, scaling effective tools and approaches, and incorporating lessons learned across initiatives.
• Apply emerging practices to AI, digital and technology-enabled change, including capability, trust and responsible adoption.

• Bachelor’s degree
• In addition to the required degree, a minimum of four (4) years of related work experience
• In lieu of a bachelor’s degree and four (4) years of related work experience, a high school diploma/GED and a minimum of eight (8) years of related work experience

• Master’s degree
• Prosci change management certification
• Experience leading change for large-scale, complex initiatives across people, process, technology, readiness and ways of working, including 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, 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 governance, initiative plans, implementation timelines and status routines
• Experience defining and using adoption, readiness and business outcome measures 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

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• 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.