Location: Remote (occasional travel as needed)
Employment Type: Term employee
Contract Duration: August 4, 2026 – April 16, 2027
Rate: $45 - $55/hr based on experience
Approximately $93,600 - $114,400 annually based on full-time hours
About Change Lab
Change Lab is a boutique change management consultancy supporting organizations through complex transformation, digital adoption, operating model change, and AI-enabled ways of working.
We are looking for a Change Lead to support a large call centre and case management transformation for a global life sciences client. The program includes the rollout of a new platform and AI-enabled capabilities that will change how teams manage work, make decisions, and support customers.
About the Role
The Change Lead will support a global-to-local change model. This means helping define and maintain the global change approach and core materials, executing detailed change activity for the U.S. deployment, and coaching client regional resources so they can tailor and execute the approach for their local teams.
This is a hands-on change delivery role, not a technical AI or system implementation role. The successful candidate must be comfortable translating platform, process, and AI-enabled ways-of-working changes into practical plans, communications, learning inputs, readiness activities, and user support materials.
Key Responsibilities
- Lead the day-to-day change management workstream for a global-to-local call centre and case management transformation.
- Define and maintain global change workstream elements, including the change approach, governance cadence, integrated plan, risk/issue log, readiness approach, and core change materials.
- Execute detailed U.S. change activity, including impact assessment, stakeholder engagement, communications, learning recommendations, readiness tracking, launch support, and hypercare.
- Use the U.S. change impact assessment as the baseline for regional review and support identification of local differences.
- Coach and support client regional resources with varying levels of change experience to tailor the approach, apply core materials, track readiness, and escalate regional risks or differences.
- Develop change communications, including emails, presentations, FAQs, leader talking points, meeting-in-a-box materials, and user guidance.
- Support development of Human + AI ways-of-working guidance for business users.
- Translate confirmed platform, process, and AI-enabled work impacts into learning needs, audience groups, readiness measures, and training inputs for the client training team.
- Coordinate with client program teams, business stakeholders, regional change resources, and training teams.
- Provide clear weekly updates on progress, upcoming work, risks, issues, and decisions required.
Preferred Experience
- Experience in pharmaceutical, healthcare, life sciences, or another regulated environment.
- Experience with call centre, contact centre, customer service, medical information, case management, or operational transformation.
- Experience supporting AI adoption, digital transformation, or new ways of working.
- Experience supporting global-to-local change models, including regional adaptation and readiness tracking.
- Experience working with training teams and translating change impacts into learning needs.
- Prosci, CCMP, or other change management certification is an asset.
Ideal Candidate
You are organized, proactive, and comfortable owning the details. You can take a high-level change approach and turn it into practical plans, materials, meetings, and follow-up actions.
You are confident working with stakeholders, creating clear business-facing materials, and keeping work moving without needing heavy day-to-day direction. You know when to take action independently and when to escalate risks, issues, or decisions.
You are also comfortable coaching others who may not have formal change management experience, helping them understand what needs to be done locally and how to move the work forward.
Working Arrangement
This is a remote, Canada-based role. The client team is primarily based in the Pacific time zone, so the candidate must be able to work hours that provide regular overlap with Pacific Time business hours.
The role will also involve coordination with regional stakeholders across different time zones. Some flexibility may be required for occasional early or later meetings to support global collaboration.
Occasional travel is not expected but may be requested by the client and would be discussed in advance.
How to Apply
Please submit your resume and a brief note outlining your relevant change management experience, including any experience with global or multi-stakeholder transformation, regulated industries, call centre operations, or AI/digital adoption.
Applications without a brief note may not be prioritized.
Pay: $45.00-$55.00 per hour
Benefits:
- Flexible schedule
- Paid time off
- Work from home
Application question(s):
- Will you now or in the future require employer sponsorship to work in Canada?
- In 3-5 sentences, please describe the most relevant change management project you have supported and why it prepared you for this role.
Education:
- Bachelor's Degree (required)
Experience:
- Change Management: 3 years (required)
- Call Centre: 1 year (preferred)
Work Location: Remote
