Senior Change Manager

The role is within the Diagnostics division of a leading global biotech company that provides in vitro diagnostic solutions, laboratory automation, advanced systems, and modern testing technologies to support faster and more accurate clinical decisions.

• Master’s degree in Business Administration, Organizational Psychology, Human Resources, Communications, or a related field.
• Professional Change Management certification such as Prosci/ADKAR or CCMP.
• At least 5–7 years of experience leading complex organizational change, business transformation, or transition programs within global matrix organizations.
• Strong experience supporting transformations within Customer Care, Customer Service, Field Service, contact centers, or other service-oriented environments.
• Proven stakeholder management skills including cooperation with senior leadership, regional teams, business functions, and frontline employees.
• Experience with digital transformation programs is valuable, but advanced technical or IT expertise is not required.
• Excellent communication, facilitation, influencing, coaching, and conflict-resolution skills.
• High emotional intelligence, empathy, cultural awareness, and ability to build trust across different levels of an organization.
• Ability to manage resistance, sensitive workforce concerns, and challenging stakeholder situations.
• Strong presentation and storytelling skills.
• Fluent spoken and written English; additional languages are an advantage.

• Develop and execute an end-to-end Change Management Plan for the Service AI Program Roadmap, aligned with the wider Service Strategy Change Architecture.
• Lead business change and transition activities across global Customer Care and service organizations.
• Conduct Change Impact Assessments across five dimensions: People, Organization, Processes, Tools, and Data.
• Design change-readiness surveys, pulse checks, and adoption measurements to understand employee engagement and readiness.
• Build trusted relationships with senior leaders, regional teams, business owners, frontline employees, and other key stakeholders.
• Partner with program sponsors and the Global Service Leadership Team to align expectations, communications, and leadership activities.
• Identify and address adoption barriers, including change fatigue, concerns about job security, lack of trust in new solutions, and resistance to changing established ways of working.
• Develop clear and relevant “What’s In It For Me” value propositions for different business and operational groups.
• Influence stakeholders without direct authority and facilitate alignment between teams with different priorities.
• Coordinate and empower Regional and Affiliate Change Agent Networks across EMEA-LATAM, APAC, and North America.
• Collaborate with People, Learning, Communications, and business teams to develop role-based training and capability-building initiatives.
• Support managers and leaders in guiding their teams through complex organizational transitions.
• Facilitate workshops, feedback sessions, and leadership discussions.
• Partner with Strategic Communications to deliver targeted, clear, and engaging communication at key program milestones.
• Translate complex program information into accessible, human-centered messages.
• Establish two-way feedback mechanisms to collect employee input and monitor change progress.

The position is remote but candidates must be located in Poland.