Senior Client Change Management Lead

Metrolinx is connecting communities across the Greater Golden Horseshoe. Metrolinx operates GO Transit and UP Express, as well as the PRESTO fare payment system. We are also building new and improved rapid transit, including GO Expansion, Light Rail Transit routes, and major expansions to Toronto’s subway system, to get people where they need to go, better, faster and easier. Metrolinx is an agency of the Government of Ontario.At Metrolinx, equity, diversity and inclusion are essential to living our values of serving with passion, thinking forward and playing as a team.This role is an in‑office position (5 days per week) based at our [20 Bay St] location. Our team is highly collaborative, and much of our work benefits from in‑person co‑creation, relationship‑building, and hands‑on partnership with leaders across the organization. We offer flexibility in start and end times while maintaining core business hours for shared availability across the team.PRESTO is an electronic transit fare payment system in the Greater Toronto, Hamilton and Ottawa areas that eliminates the need for tickets, passes and cash. PRESTO serves more than 5 million customers across 11 transit agencies and processes over $2.5 billion in fares through 67 million boardings per month (pre-pandemic). Today, PRESTO offers one of the most globally advanced fare payment systems in the world having delivered new ways to pay for customers, including real time PRESTO Contactless with credit and Interac debit and PRESTO in Mobile Wallet across its transit agency clients, including the Toronto Transit Commission (TTC). Enhancing the customer experience through continuous improvement while working with our transit agency clients to support their needs, and maintaining a system that performs exceptionally, continue to drive PRESTO toward making transit better for all.Our PRESTO’s Client Change Management Office is seeking a Senior Client Change Management Lead to lead PRESTO's client change management activities required to support the client's change management cycle by providing the knowledge and training needed to adopt PRESTO products and to support PRESTO customers using client’s services.What will I be doing? Designs, develops, and delivers training to provide PRESTO clients the knowledge needed to operate new PRESTO devices and understand its software. Creates knowledge transfer materials (job aids, quick reference guides, FAQs, videos, e-learning) to support knowledge and awareness of PRESTO changes among our clients. Develops impact assessments and leads actionable and targeted change management plans which include knowledge transfer and communication plans, and training plans. Conducts assessments and informs the development of change strategies and plans to ensure a structured methodology and approach are applied to change management and align with overall business objectives. Provides PRESTO clients with the change expertise, coaching, and guidance to influence and ensure proper change management practices are considered for PRESTO changes affecting the clients. Explores change management, training, and communication trends, innovations, and best practices and makes recommendations to improve client change management processes. Produces and manages change communications, as per documents in the change plan, to all the stakeholders and participants involved. Maintains PRESTO Training room facilities and equipment updated and in good functional order. What Skills and Qualifications Do I Need? Completion of a degree in business administration, engineering, or an equivalent combination of education, training, and experience deemed equivalent. Demonstrated years’ experience in leading training initiatives for technology projects with an emphasis on hardware and software solutions. Demonstrated understanding of organizational change issues and challenges as related to technology and business processes to influence clients and business stakeholders towards operations changes and negotiating the introduction of new concepts. Expertise in external consulting, facilitation, and coaching leaders at all levels; proven ability to work in a dynamic, cross-functional team atmosphere. Proficiency with authoring tools (PowerPoint, MS Word, InDesign) to create visually engaging materials. Working knowledge of e-learning tools (Articulate 360, Storyline) and video editing tools (Camtasia). Ability to understand complex information and simplify it into meaningful, business language. Excellent analytical, problem-solving, and decision-making abilities, with demonstrated written/oral communication, team leadership, and interpersonal skills. Don’t Meet Every Requirement? If you’re excited about working with Metrolinx but your past experience doesn’t quite align with every qualification of this posting, we encourage you to apply. You just might be the right candidate for this or other roles. We are always looking for great talent to join our team.We invite all interested individuals to apply and encourage applications from members of equity-deserving communities, including those who identify as Indigenous, Black, racialized, women, people with disabilities, and people with diverse gender identities, expressions and sexual orientations.AccommodationWe value the unique skills and experiences each person brings to Metrolinx and are committed to creating and maintaining an inclusive and accessible environment. We are committed to the requirements of the Accessibility for Ontarians with Disabilities Act and other applicable legislation so if you require accommodation during the hiring process, please let our Recruitment team know by contacting us at: View phone number on ca.snapjobsearch.com or email View email address on ca.snapjobsearch.com ProcessAll applicants must be legally entitled to work in Canada. Metrolinx will be using email to communicate with you for all job competitions. It is your responsibility to include an updated email address that is checked daily and accepts emails from unknown users. As we send time-sensitive correspondence, we recommend that you check your email regularly. If no response is received, we will assume you are no longer interested in pursuing the opportunity. Please be advised that a Criminal Record Check may be required of the successful candidate.Should it be determined that any background information provided is misleading, inaccurate or incorrect, Metrolinx reserves the right to discontinue with the consideration of your application.We thank all applicants for their interest, however, only those selected for further consideration will be contacted.WE ARE AN EQUITABLE AND INCLUSIVE EMPLOYER. #LI-MM3