Lead Change Management Consultant - Customer Experience, Solutions and Services at Duke Energy in Charlotte, NC

Job description

Important Application Submission Information In order to ensure your application is successfully received before the job posting expires, please submit your application by 11:59 PM on Friday, October 23, 2026 More than a career - a chance to make a difference in people's lives. 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. Position Summary: 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), providing integrated change direction across interdependent workstreams and resolving competing change priorities with sponsors and delivery leaders. The role drives measurable business outcomes by preparing and supporting impacted leaders and employees to adopt new processes, technologies and ways of working, sustain behavior change and build long-term organizational capability. Success in this role requires advanced consulting, communication and influencing skills; the ability to advise senior leaders and executive management, coach sponsors, 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 guide complex change across interdependent initiatives and functional boundaries while delivering polished, high-quality work. Responsbilities Change Strategy, Planning & Delivery Define and lead integrated change strategies and manage change scope for a portfolio of complex projects, transformational efforts and multiple initiatives, with accountability for readiness, adoption and sustained behavior change that support intended business outcomes. Advise leaders and delivery teams in defining outcomes and assessing people, process, readiness and ways-of-working impacts across functional boundaries; integrate change management with project management and influence decisions and mitigation strategies. Translate change strategies into actionable plans, assessments, roadmaps, leader and stakeholder actions, communications, learning solutions, readiness measures and reinforcement approaches tailored to each initiative; align workstream plans into a cohesive change roadmap and guide resolution of dependencies and conflicting stakeholder needs. Use an agile, test-and-learn approach to adapt strategies based on stakeholder feedback, adoption data, results and changing business needs. Stakeholder Engagement, Sponsorship & Adoption Serve as the primary change management contact and strategic advisor for sponsors, including senior leaders and executive management; assess and guide sponsorship needs, behaviors and actions required to build alignment, remove barriers and achieve intended outcomes. Coach sponsors and leaders to carry out stakeholder engagement, communication and reinforcement actions; address resistance and strengthen ownership of adoption across impacted teams. Operate as an embedded strategic partner, building trusted relationships and strengthening leader and team ownership of sustainable change. Adoption Measurement, Readiness & Value Realization Define and integrate success measures, metrics and monitoring across interdependent initiatives within the assigned portfolio to evaluate 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. Change Portfolio Integration & Governance Assess cumulative impacts, timing, interdependencies and audience