Customer Transformation & Enablement Lead

Responsibilities:

1. Understand the change and the people
- Partner with account core team to draft the transformation roadmap for clients, illustrating how collectively our work and projects will contribute to overall success of our clients 
- Help identify key stakeholders and conduct structured stakeholder mapping and change impact assessments for each assigned client, identifying key user groups, resistance drivers, and current-state workflows. 
- Assess organizational readiness for change and identify business needs and capability gaps to inform program design. 
- Benchmark relevant industry and internal best practices and produce a client-specific transition roadmap, validated by the customer's project sponsors. 

2. Build the integrated change-and-enablement plan
- Develop detailed plans outlining business objectives, change and enablement approaches and timelines, resource requirements, and success metrics. 
- Design targeted learning strategies mapped directly to identified capability gaps and transformation milestones, ensuring coverage of all impacted user roles. 
 
3. Engage stakeholders and communicate the change
- Build and maintain a stakeholder engagement plan, conducting regular touchpoints (sponsor briefings, champion network meetings, user pulse checks) to proactively surface resistance and drive sponsor alignment. 
- Develop a structured communication plan and feedback loops, ensuring all impacted users understand the why, what, and what's-in-it-for-me of the change before go-live. 

4. Enable and build capability  
- Design and develop customer-centric learning experiences to drive competency development. 
- Facilitate live and virtual training sessions for various user groups adapting delivery style and tracking session-level engagement and comprehension.

5. Support adoption and reinforce  
- Own the post-go-live reinforcement plan: coordinate with Viseven's customer success, product, and technical teams to ensure adoption support is continuous, not event-based. 
- Monitor adoption rates, identify lagging segments, and deploy targeted interventions (re-training, 1:1 coaching, peer champion support) to close gaps. 
- Establish and activate an internal champion network within each client organization, equipping 'super users' to sustain adoption and support peers beyond the formal program. 

6. Measure, iterate, and showcase 
- Track a defined set of program KPIs throughout the engagement: adoption/usage rates, training completion rates, assessment scores, and stakeholder satisfaction (NPS or equivalent), reported to the client sponsor. 
- Conduct a formal post-program retrospective, documenting quantified outcomes (e.g., '85% of target users reached proficient use within 6 weeks'), lessons learned, and reusable best practices for the Viseven knowledge base. 
- Capture lessons learned and best practices; showcase wins and the program's achievements. 

7. Sustain momentum for Transformation 
- Socialize success and foster re-use of the best practices 
- Document impact and benefits realization 
- Facilitate the collation of learning and recommendations  

Required Skills and Experience:

- 3-5+ years leading end-to-end change management or customer enablement programs in a client-facing, B2B SaaS or consulting environment; pharma/life-sciences experience strongly preferred. 
- Proven track record of designing and executing learning and change strategies that achieved measurable adoption outcomes. 
- Working knowledge of both instructional design (ADDIE, learning design thinking) and/or change-management frameworks (e.g., ADKAR / Prosci). 
- SaaS solutions, customer onboarding, and/or omnichannel strategy and execution within the pharma / life-sciences industry is a plus. 
- Comfort enabling customers on AI-driven or agentic tools, and curiosity about how AI changes ways of working. 
- Able to translate complex workflows and technical product features into clear, engaging learning content for non-technical pharma users, without oversimplifying or creating dependency. 
- Confident facilitating conversations with C-suite sponsors and frontline end-users alike; able to shift communication style to the audience and to guide constructively when adoption risk is being underestimated. 
- Strong analytical and problem-solving abilities, with the ability to anticipate and mitigate risks. 
- Ability to simplify complex topics into engaging, effective learning experiences. 
- Cross-functional collaboration; self-driven, curious, and proactive. 
- Advanced/Fluent English (written and spoken); a second language is a plus.