Senior Human-Centred Change Consultant

Senior Human-Centred Change Consultant

Company Overview

Our client is an established Salesforce Partner specialising in delivering Salesforce solutions and helping businesses maximise the value of their technology investments. Working closely with customers, the organisation supports businesses through technology transformation, focusing on both the technical implementation and the people-focused change required to make these transformations successful.

The successful candidate will work alongside experienced Salesforce delivery teams and customer stakeholders, supporting organisations through the adoption of Salesforce technologies, particularly Service Cloud and Agentforce. The role will focus on ensuring that businesses and their employees are equipped to embrace new technology, understand changes to their ways of working and successfully adopt new capabilities.

Role Details

Type of Role: Senior Human-Centred Change Consultant / Senior Change Management Specialist

Environment: Salesforce transformation project, with a particular focus on Service Cloud and Agentforce implementation and adoption.

Key Responsibilities & Focus Areas:

• Lead human-centred change activities to support Salesforce transformation and technology adoption.
• Understand how the introduction of Salesforce Service Cloud and Agentforce impacts business operations, processes and employees.
• Work closely with project teams and customer stakeholders to identify change impacts and adoption requirements.
• Support the successful adoption of Agentforce capabilities, ensuring users understand how the technology impacts their roles and responsibilities.
• Develop and implement change strategies to support the transition to new Salesforce technologies.
• Identify potential challenges and resistance to change, developing appropriate approaches to support business readiness.
• Provide guidance and expertise on the people side of Salesforce implementations.
• Work collaboratively with technical teams and business stakeholders to ensure change activities align with project objectives.
• Support the successful integration of Agentforce into existing customer service processes and ways of working.

Project Overview:

The consultant will support a customer project focused on Salesforce Service Cloud and Agentforce.

Project Duration: Approximately 2–3 months.

Total Commitment: Approximately 400 hours.

Role: Senior Human-Centred Change Consultant with strong Agentforce and Service Cloud expertise.

Requirements:

• Minimum of 3 years’ Salesforce experience.
• Strong, hands-on knowledge and experience of Salesforce Service Cloud.
• Understanding and practical experience of Agentforce.
• Experience supporting Salesforce implementations, transformation or technology adoption projects.
• Strong understanding of how technological change impacts business operations, processes and employees.
• Ability to identify change impacts and support organisations through technology adoption.
• Excellent communication and stakeholder engagement skills.
• Ability to work effectively with both technical teams and business stakeholders.

Desired:

• Previous experience in a Human-Centred Change Consultant or Change Management role.
• Experience supporting Agentforce implementations or adoption initiatives.
• Experience delivering Salesforce Service Cloud transformation projects.
• Knowledge of how AI-driven technologies impact customer service teams and business processes.
• Experience developing change strategies, business readiness plans and adoption approaches.
• Previous experience working within a Salesforce Partner or consultancy environment.

Salary & Benefits

• Engagement Type: Contract.
• IR35 Status: Inside IR35.
• Working Arrangement: Project-based engagement.
• Project Duration: Approximately 2–3 months.
• Total Commitment: Approximately 400 hours.
• Salary / Day Rate: To be confirmed.

The Ideal Candidate

The ideal candidate will be an experienced Human-Centred Change Consultant with a strong Salesforce background, particularly within Service Cloud and Agentforce.

They will understand both the technical capabilities of Salesforce and the impact these technologies have on people, processes and business operations. With experience supporting complex technology transformations, they will be confident working with technical teams and business stakeholders to ensure successful adoption.

Experience with Agentforce is particularly important, as the consultant will need to understand how AI-powered capabilities influence customer service operations and help businesses navigate the associated changes.

We are looking for someone who can bridge the gap between technology and people, ensuring organisations are not only ready to implement Salesforce solutions but are also equipped to realise their full value.

Please note that this job posting may be removed at any time due to an overwhelming response of applications. We appreciate your interest and encourage you to apply promptly if you believe you are a strong fit for the position. While we receive numerous applications, only a select few candidates will be shortlisted and presented to the client for further consideration. We thank you for your understanding and interest in this opportunity.