Organizational Change Management Specialist at MBTA

Boston, Massachusetts, United States

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Transportation, Public SectorIndustries

Requirements

Five (5) years of professional experience leading organizational change initiatives, preferably in a unionized, public sector, or transportation environment
Demonstrated excellence in audience-specific messaging, engagement strategy, and communication planning
Proven experience navigating resistance to change through empathy, relationship-building, and face-to-face dialogue
Strong understanding of user experience principles as they relate to behavior change and technology adoption
Experience with change frameworks such as Prosci ADKAR, Kotter, or similar
Excellent written and verbal communication skills, including storytelling, presentation development, and facilitation
Ability to work collaboratively across disciplines and levels, and influence without authority
High emotional intelligence, active listening, and the ability to connect with a wide variety of audiences
Skilled in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook, Teams), and familiarity with collaboration tools such as Miro, Smartsheet, or Asana
Experience tracking and analyzing communication metrics and adjusting strategies accordingly
Preferred: Experience implementing large-scale technology solutions in a field-based, frontline workforce
Preferred: Familiarity with transit operations, safety systems, or compliance-based environments
Substitutions: A High School Diploma or GED with an additional nine (9) years of directly related experience substitutes for the bachelor’s degree requirement. An associate degree with an additional five (5) years of directly related experience substitutes for the bachelor’s degree requirement. A master’s degree in a related subject substitutes for two (2) years of experience

Responsibilities

Facilitate the change management workstream of the digital initiative, including strategy development, stakeholder analysis, and execution
Develop and execute a communication plan that translates technical implementation milestones into user-centric messaging tailored to specific audiences (frontline staff, managers, executives)
Act as a liaison between project leadership and field staff, capturing input and feedback to refine rollout strategies and maximize adoption
Partner with Training and Communications teams to design and deliver engaging educational materials and toolkits that support behavioral change
Identify and mitigate change-related risks and resistance through targeted interventions and continuous dialogue
Measure and report on change readiness, communication effectiveness, and user adoption using surveys, in-person interviews, and metrics dashboards
Collaborate with program management to align change management plans with overall project timelines and implementation activities
Coordinate implementation and internal ambassador programs that reinforce key messages and build momentum for change
Develop internal case studies and success stories to demonstrate impact and drive cultural shifts
Perform related duties and projects as assigned

Skills

Change Management

Stakeholder Analysis

Communication Planning

Audience Engagement

Training Development

Risk Mitigation

Change Readiness

User Adoption Metrics

Surveys

Metrics Dashboards

Program Management

MBTA

Public transit services in Greater Boston

About MBTA

The Massachusetts Bay Transportation Authority (MBTA) offers public transit services in the Greater Boston area, including subways, buses, commuter rails, and ferries. It generates revenue through fare collection, providing various products like single-ride tickets, monthly passes, and the CharlieCard for convenient payment. The MBTA stands out by offering a comprehensive range of transit options and continually improving service quality and accessibility. Its goal is to enhance the customer experience while serving the transportation needs of the community.

Boston, MassachusettsHeadquarters

1964Year Founded

VENTURE_UNKNOWNCompany Stage

Automotive & Transportation, Government & Public SectorIndustries

1,001-5,000Employees

Benefits

Health insurance

Life insurance

Long-term disability insurance

Dental and vision insurance

Paid vacation, sick time, and holidays

Flexible spending accounts

Retirement plans

Risks

Accessibility concerns with Green Line 'supercars' may lead to public dissatisfaction.

'MBTA Go' app could face technical issues affecting user satisfaction.

North Station bridge project may encounter construction delays or budget overruns.

Differentiation

MBTA offers a comprehensive range of transit services in Greater Boston.

The agency provides specialized passes for flexible and convenient travel options.

MBTA's CharlieCard system simplifies fare payment for frequent commuters.

Upsides

Federal funding supports infrastructure projects like the North Station bridge replacement.

The 'Tap to Ride' system modernizes and streamlines fare collection processes.

NextGen Bus Navigation Pilot Program aims to improve bus route efficiency.

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