Change Management Organizational
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MARK A. HETRICK Lansdale, PA ***** ****.*******.****@*****.***
https://www.linkedin.com/in/mark-h-a42bb89/
Change Management and Training Consultant
** ***** ** ******* leading change management, training, and business process development innovation for Fortune 500 organizations Accomplished professional with comprehensive knowledge of leading change management initiatives, managing large-scale projects, and developing learning strategies to improve enterprise profitability and efficiency. Experienced in preparing communications and training plans that align with technology implementation and stakeholders’ expectations. Adept at learning client business, cultivating internal partnerships, fostering collaboration, and recommending strategies that fit the client’s culture and business model. Proven capability to identify and drive process improvement practices and performance optimization initiatives.
Career Experience
Comcast Corporation, Philadelphia, Pennsylvania
Executed change management, training and communications strategies and plans. SENIOR ORGANIZATIONAL CHANGE MANAGEMENT CONSULTANT (February 2025 to August 2025) Contract Engineered change management and training strategies for deployment of time management system to 66,000 employees.
Formulated plans and facilitated User Acceptance Testing (UAT).
Orchestrated User Experience Testing (UXT); developed scenarios and materials; assessed results, including Net Promoter Score.
Conceptualized and crafted a style guide to ensure consistency in training videos, job aids, and classroom materials.
Created job aids to support end-users effectively.
Developed huddle decks for frontline leaders to encourage consistent communication and drive adoption. Compliance Group, Libertyville, Illinois
Led change management and training projects for IT validation in medical device and biotechnology industries. DIRECTOR, ORGANIZATIONAL CHANGE MANAGEMENT (January 2024 to December 2024) Full-time Employee ORGANIZATIONAL CHANGE MANAGEMENT LEAD (September 2023 to December 2023) Contract Developed and implemented Compliance Group’s strategy, approach and point of view for organizational change management and training.
Led change management and training at GlaxoSmithKline to improve IT validation processes.
Led change management, training and data measurement at Sarepta Therapeutics.
Designed and facilitated metrics at JuneBrain, a medical device start-up In Baltimore.
Spearheaded change management and training at Medtronic; designed microlearning for flexible, on-demand training.
Developed statements of work to assist sales department as a subject matter expert. Delaware Department of Labor, Newark, Delaware
Led change management for division of unemployment insurance modernization. ORGANIZATIONAL CHANGE MANAGEMENT LEAD (February 2023 to September 2023) Contract Established strategy and plans for transforming claimant experience and staff processes and systems.
Developed and executed communications plans for internal staff and external claimants and employers.
Conducted change readiness analysis across the division to identify and prioritize areas of concern.
Designed and facilitated “From-To” business requirements workshops to gather all future process and system details.
Led and implemented a PMO team experience survey to gauge staff morale and resolve issues.
Participated in vendor demonstrations and contributed to selection. W.L. Gore, Elkton, Maryland
Led global HR and EHS change management and communications. CHANGE MANAGER, ENTERPRISE SHARED SERVICES (June 2021 to December 2022) Contract Designed, developed, and led the implementation of HR and EHS change management strategies and plans.
Developed Agile change management and training strategies to drive consistent waste management processes across 30 US plants.
Established change management and training plans for the African American Business Network program comprising three different projects. Analyzed Taleo candidate data to eliminate bias from talent acquisition processes and protocols.
Designed change management strategy for global Diversity, Equity, and Inclusion (DE&I) program, including stakeholder analysis, gap analysis and communications coordination/integration.
Developed change management and training tools to support tracking of COVID-19 vaccination status. MARK A. HETRICK Page 2
CSL Behring, King of Prussia, Pennsylvania
Led global HR change management and communications. CHANGE MANAGEMENT AND CULTURE CONSULTANT (September 2019 to September 2020) Contract Collaborated with the executive director of HR to develop and execute change management strategies for strategic priorities.
Developed Agile change management, communications, and training plans for global employee recognition program. Led the training of four early adopter groups to pilot the program’s user experience prior to the global rollout. Led the design, installation, and maintenance of the program’s intranet SharePoint site.
Led the analysis and development of new employee onboarding and career development intranet sites to update and translate all content in five languages. Johnson Matthey, Devon, Pennsylvania
Led SAP change management execution for US operations. CHANGE MANAGEMENT LEAD (April 2019 to August 2019) Contract Customized and implemented a globally pre-defined SAP HANA change management, training, and communications strategy.
Developed and delivered SAP HANA customer and vendor communications plan and materials. Executed detailed training needs analysis for 800 end users and respective managers.
Merck, Inc., Upper Gwynedd, Pennsylvania
Led digital transformation change management strategy and execution in Global Human Health IT Division. CHANGE MANAGEMENT LEAD / TRAINING LEAD (August 2018 to December 2018) Contract Developed and initiated change management strategies for stakeholder identification, communications, training, and Agile readiness. Analyzed the significance of changes within the functional areas to provide accurate information and recommendations regarding expected organization impacts.
Planned, developed, and implemented a global Guiding Core Team to drive the shift from waterfall methodology to Agile methodology in nine markets. Designed and developed Guiding Core Team learning strategy and plan. Coached executive sponsors to focus on problem solving rather than information sharing. Developed metrics and critical success factors to track change adoption and engagement. UGI Corporation, Valley Forge, Pennsylvania
Spearheaded all aspects of development and implementation of two change agent networks (USA and International) to provide clear, integrated communication channels and customized learning paths for 12,000 SAP end users in five business entities. CHANGE AGENT NETWORK LEAD / TRAINING LEAD (January 2018 to July 2018) Contract Developed and initiated change management strategies for stakeholder identification, communications, training, and organizational readiness assessment. Analyzed the significance of changes within the functional areas to provide recommendations regarding expected organization impacts.
Planned, developed, and implemented two change agent networks to support global SAP SuccessFactors implementation, end-user adoption, and proficiency. Successfully installed SAP SuccessFactors user experience global training strategy and plan, including curriculum design, materials development, instructor strategy, and train the trainer.
Bristol-Myers Squibb, Plainsboro, New Jersey
Headed global change management for worldwide finance and technology projects; directed communications across 12 different projects and two operations hubs. GLOBAL CHANGE MANAGEMENT LEAD (June 2015 to December 2017) Contract Developed global change management plans and integrated change management activities into the overall transformation project plan. Measured and monitored overall progress at clearly defined points in the process to ensure alignment of change activities with transformation objectives. Managed a wide range of change-related work streams for global outsourcing of record-to-report and invoice-to-pay operations. Established training programs and resources to support objectives at organizational, business, team, and individual level. Designed and delivered training for 42 market leaders on Tableau’s IMPACT Dashboard as well as led communications and internal marketing for the DoubleDutch Mobile Event App global rollout.
Led end-to-end change management for Order to Cash CRM (SAP Hybris Cloud 4 Customer), including adoption strategies, stakeholder analysis, communications planning, and training design / development. Maintained confidentiality of sensitive information to develop a consistent narrative and change management tactics within a nine-month period for corporate “Vision 2020” transformation. TransAccel Group, New Hope, Pennsylvania
Spearheaded change management, training and communications for organization-wide IT transformations. SENIOR CHANGE MANAGEMENT CONSULTANT (November 2012 to March 2015)
Designed, developed and delivered procurement communications and training to 200 of Aqua America’s purchasers throughout 8 states to enable them to request materials and services from a common application.
Developed a customized SharePoint site to provide purchasers with on-demand training modules.
Designed, developed and delivered communications and training to 150 of Aqua America’s fleet crew workers to enable them to order materials from inventory using laptops in their trucks.
Designed, developed and delivered help desk training to Aqua America’s IT staff to drive adoption of consistent, efficient and measurable service to the business end users.
MARK A. HETRICK Page 3
Additional Experience
Meta-Lucid Ltd., Houston, Texas
Engineered global process and system redesign for technical and maintenance organizations at Transocean. CHANGE MANAGEMENT ASSOCIATE (May 2012 to October 2013) Contract Hemsley Fraser, Philadelphia, Pennsylvania
Implemented a blended learning management and leadership development program for the top 200 high-potential employees at PNC Bank. PROJECT MANAGER (September 2010 to April 2012) Contract Lernia Training Solutions, Collegeville, Pennsylvania Directed strategy and implementation of change management and communications for a global contract management system at Pfizer. SENIOR CHANGE MANAGEMENT CONSULTANT (November 2009 – August 2010) Contract Integrating Factors, Princeton, New Jersey
Led the assessment and implementation of State of Nevada child welfare processes and cross-county IT systems. SENIOR CONSULTANT, OPERATIONS STRATEGY (January 2009 – September 2009) Contract The Forum Corporation, Boston, Massachusetts
Directed the global implementation of an executive education and organizational change program at EDS. Led a strategic business-to-business assessment at Irving Oil to change the culture of the senior sales team. SENIOR ENGAEMENT MANAGER (January 2007 – September 2007) Deloitte Consulting, LLP, Philadelphia, Pennsylvania Using LEAN / Six Sigma principles, led the development and integration of global HR processes for one of the world’s largest BPO and change initiatives at DuPont. Integrated the processes with SAP and managed a multi-staged international survey methodology to ensure legal and union compliance. Developed learning strategy to support the initiative.
ORGANIZATION AND CHANGE MANAGER (April 2005 – October 2006) Aetna, Inc, Blue Bell, Pennsylvania
Led the design, development, and implementation of learning strategies for a 1600 employee business unit. Partnered with IT to install a utilization management system (eTUMS) to ensure data integrity; led all aspects of the organizational change and learning requirements; designed scorecard to monitor impact of the change. Guided the research and selection of an online Continuing Education program for nurses that yielded $195,000 in savings. LEARNING HEAD, NATIONAL MEDICAL SERVICES (March 2003 – July 2004) Skills and Expertise
• Global Change Management
• Strategic Planning and Execution
• Process Design and Improvement
• SAP SuccessFactors
• SAP Hybris Cloud 4 Customer
• Tableau
• ADKAR
• Kotter’s 8-Step Methodology
• Project and Program Management
• Risk and Issue Management
• Learning Design, Development, Delivery
• Cross-functional Team Building
• Change Impact Assessments
• Communication Strategy, Platforms and
Execution
• IT Change Management
• Adoption and Sustainability
• Stakeholder Engagement and Analysis
• Change Readiness Evaluation
• Emotional Intelligence
• Data-informed Decision Making
• Metrics and Scorecards
Education
BA in English, Temple University, Philadelphia, Pennsylvania
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