Transformation COE (Center of Excellence) Associate

Job Title: Transformation COE (Center of Excellence) Associate
Location: Nashville, TN 37201 (Onsite)
Duration: 9 Months (Possibility of extension)

Job Description:
Role Overview:
The GBO Transformation COE plays a critical role in driving successful adoption of new FinTech systems, policies, and processes across the organization, with the overarching purpose of driving efficiency and operational excellence across Global Business Operations. This role blends strategic change management expertise with hands on execution, ensuring that employees understand, embrace, and effectively use new technologies and ways of working. The ideal candidate is a strong communicator, a skilled facilitator, and an influencer who can partner with leaders, project teams, and end users to deliver seamless transitions during enterprise transformation initiatives.

Key Responsibilities:
Change Strategy & Execution:

• Help develop and execute change management strategies and plans that support the rollout of new digital products, financial systems, automation tools, and process modernization initiatives.
• Help assess change impacts and readiness across business units; help identify adoption risks and mitigation strategies.
• Partner with GBO, Technology, Operations, Finance, and HR teams to embed change activities into overall project plans.
• Communications
• Create clear, targeted, and engaging communications that explain the why, what, and how behind upcoming changes.
• Develop messaging tailored to various audiences (executives, managers, end users) and deliver it through multiple channels such as newsletters, executive briefings, FAQs, intranet pages, and town halls.
• Maintain proactive communication cadence throughout a programs lifecycle to build awareness, alignment, and confidence.
• Training & User Enablement
• Collaborate with colleagues in Training to develop user guides, virtual workshops, job aids, videos, and e learning modules.
• Support development of user centric onboarding and learning journeys that ensure employees feel supported before, during, and after deployment.
• Partner with SMEs and IT to translate complex FinTech functionality into intuitive user experiences and learning materials.
• Stakeholder Engagement & Influence
• Build strong relationships with business leaders, department champions, and project sponsors to ensure alignment on messaging and adoption strategy.
• Facilitate stakeholder workshops and feedback sessions to identify concerns, surface insights, and drive shared ownership.
• Coach leaders and managers on their role in sponsorship and reinforcement.
• Adoption Measurement & Continuous Improvement
• Gather user feedback, track sentiment, and analyze adoption data to identify opportunities for reinforcement or improvement.
• Provide recommendations to enhance future change management approaches, training materials, and implementation strategies.

Qualifications:
Required:

• 3+ years of experience in change management, transformation, consulting, or organizational development - financial services, or technology organizations.
• Strong communication, facilitation, and presentation skills.
• Ability to persuade, influence, and drive alignment across diverse stakeholder groups.
• Experience creating training materials and delivering engaging training sessions.
• Strong analytical and problem solving skills with the ability to interpret data to guide change strategies.
• Preferred
• Demonstrated experience managing change for large scale system implementations (e.g., ERP, accounting platforms, payment systems, automation tools).
• Familiarity with Agile or product centric delivery models.
• Experience working with cross functional teams across Technology, Finance, Operations, and Compliance.
• Understanding data tools, or core financial systems.

Personal Attributes:

• Empathetic communicator who understands the human side of change.
• Proactive, resourceful, and able to thrive in a fast paced, evolving environment.
• Highly collaborative with a passion for enabling people through transformation.
• Comfortable translating ambiguity into structured, actionable plans.

What Success Looks Like:

• High levels of user adoption and proficiency for new systems and processes.
• Stakeholders feel informed, supported, and aligned throughout transformation initiatives.
• Reduction in resistance and improvement in training effectiveness.
• Clear, consistent communication that builds trust and transparency across the organization.
• Smooth, predictable change experiences that reduce disruption to day to day work.