Change & Experience Industry & Process Advisor Manager/Sr. Manager, Consumer Goods, Retail & Travel

Job description

We Are: We are a global collective of reinventors applying the New every day to improve the way the world works and lives. New doesn’t mean being ahead of the curve; new is pushing forward the curve, riding the edge where the impossible meets the transformational and making it reality where it matters. Help us show the world what’s possible as you partner with clients to unlock hidden value and deliver innovative solutions. Empowered with innovative tools, continuous learning and a global community of diverse talent and perspectives, we drive success in a new business architecture that disrupts conventional practices. Our expertise spans 40+ industries across 120+ countries and impacts millions of lives every day. We turn ideas into reality. You Are: You own the full change and experience transformation design cycle for your industry or function — from assessing how AI investments, platform rollouts, and broader reinvention initiatives are reshaping how work gets done, through specifying the future-state change process, to defining how people will adopt new behaviors at scale. You’re the domain authority on your team: clients and colleagues come to you because of what you know about how change actually lands in an organization. You combine behavioral insight, experience design expertise, and AI-enabled process design to build change as a continuous, measurable capability — not a one-time event. You design at the intersection of human, agent, and process as part of Change & Experience transformation work. When you design a future-state change process, you naturally consider how AI agent experiences should be shaped to accelerate adoption and sustain new ways of working. You also advise clients on how to create and capture measurable value from AI — translating complex behavioral and performance data into actionable intelligence that makes transformation outcomes repeatable and visible to leadership in real time. Role Overview For C-suite leaders delivering business-critical initiatives — technology and AI rollouts, service transitions, or broader reinvention — Change & Experience builds executional certainty, commitment, and engagement. Using multi-disciplinary Smarter Change approaches, we assure business results, accelerate AI adoption, and build capabilities as we deliver. We design change into how work gets done and run it as a continuous, AI-enabled system that connects strategy, design, activation, and intelligence. Reinvention is built into how the business operates. Powered by Reinvention Navigator Suite, proven methods, and AI, we combine transformation intelligence, behavioral insight, and experience design to guide actions, accelerate execution, and make outcomes measurable and repeatable. As an Industry & Process Advisor Manager or Senior Manager in Change & Experience, you will help our clients turn transformation into measurable business results. Your experience in the field makes you a leader that people look to for advice, while your people and storytelling skills mean you have no problem helping clients understand how to change how work actually gets done — and how to make AI part of everyday work. The Work As a Manager or Senior Manager in Change & Experience, you will lead future-state change process and AI integration design for clients, embedding AI into both client deliverables and your team’s ways of working. Specific responsibilities include: Lead future-state change process specification, AI integration design, organizational activation planning, and adoption strategy for assigned industry or functional transformation programs Run client discovery workshops and stakeholder interviews; present and defend recommendations to senior business and C-suite leadership; manage day-to-day client relationships, transition cutovers, and issue resolution Drive benchmarking analyses and change-impact assessments grounded in deep knowledge of how organizational change lands — including behavioral adoption patterns, role and decision redesign, and workflow integration across transformation programs Facilitate design thinking sessions and co-creation workshops with cross-functional client teams to reimagine how work gets done and redesign roles, decisions, and workflows ahead of transformation to maximize impact Connect change operating model design to future-state processes — building change as a continuous, AI-enabled system that embeds new routines into the way the business operates so that shifts in ways of working are consistent and repeatable at scale Assess adoption readiness and transformation intelligence maturity within Change & Experience engagements — diagnosing where platform and AI investments are failing to translate into new behaviors or business value, and building the business case and roadmap to close the gap through changed ways of working Embed Agent-Experience (AX) Design principles into change process specifications — defining how AI agent experiences should be shaped within each activation step, including agent autonomy levels, escalation triggers, and human-agent handoff quality to accelerate and sustain adoption Infuse Responsible AI into change transformation vision and roadmap; identify people, processes, and technologies to develop and operationalize AI solutions that reframe how people work alongside AI and make that shift measurable Provide continuous insight into where change is taking hold and where to act — using Reinvention Navigator Suite and transformation intelligence to give leaders real-time visibility into adoption, performance, and risk across the program Help clients build the capability to sustain change — transferring the leadership routines, sensing practices, and reinforcement mechanisms that maintain behavior and performance shifts after the engagement ends Build and maintain documented change redesign methods and playbook contributions for assigned industry or functional transformation areas; build organizational resilience as a repeatable capability over time Contribute to business development by qualifying opportunities and co-authoring proposals; help design and activate change programs enabled by digital tools and AI-powered change platforms Coach junior practitioners on change process redesign methods, AI design principles, behavioral adoption approaches, and organizational activation techniques Travel varies by client and can be up to 80% Basic Qualifications Minimum 5 years of experience in change management, organizational transformation, experience design, or management consulting with a focus on change and adoption Minimum 1 year of experience designing future-state change processes with AI — including organizational activation approaches, adoption planning, and intelligent automation that embeds new ways of working into the business Minimum 1 year of deep expertise scoping and delivering project work in at least one change domain (e.g., Organizational Change Management, Experience Design, AI Adoption, Behavioral Activation, Service Transition, or Culture Transformation) Minimum of 1 year of experience in the Consumer Goods & Services, Retail or Travel industry Preferred Qualifications Proven track record building benchmarking analyses and change-impact assessments across technology, AI, or organizational transformation programs Experience using AI-assisted tools for transformation benchmarking, behavioral analytics, adoption measurement, or workshop facilitation — measuring adoption as human-AI performance and behavior shift, beyond access, logins, and licenses Applied knowledge of AI Design principles — specifying AI agent experiences within change process designs, including autonomy levels, escalation triggers, and human-agent handoff quality to sustain adoption and organizational resilience Strong program management and written and verbal communication skills; proven experience managing senior stakeholders through complex, multi-workstream transformation programs Demonst