Financial Services Change Management
Resume:
Cassandra L. Boland
Eureka, MO 63025
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Professional Summary:
Strategic Organizational Change and Business Readiness Leader with over 10 years of experience designing, launching, and scaling enterprise transformation programs across financial services, SaaS, and public-sector organizations. Proven expertise in building readiness and adoption frameworks, developing toolkits, assessments, and training programs, and coaching leaders and teams to strengthen enterprise capability and change resilience. Recognized for integrating readiness practices into program delivery through close partnership with HR, IT, and transformation leaders, ensuring measurable improvement in adoption, performance, and stakeholder engagement. Certified in Prosci/ADKAR methodologies, with a strong foundation in data-driven change measurement, communication strategy, and experience applying AI and UX-informed approaches to enhance user adoption and learning experience.
Core Competencies
Enterprise Change Strategy & Execution
Business Transformation & Regulatory Readiness
C-Suite & Board-Level Communication
Strategic Planning & Impact Assessment
Cross-Functional Alignment & Process Innovation
Change Management (Prosci / ADKAR)
P&L Awareness & Risk Mitigation Strategy
Organizational Readiness & Training Design
Agile & ITSM Frameworks
Building Relationships, Planning, Organizing, Developing People, Professional Resilience.
Technical Skills:
Office Technologies: MS Word, Outlook, Visio, PowerPoint, Smartsheet, Google Docs, Google Slides
Content & Learning Management Systems: Confluence, SharePoint, Cornerstone, Knowledge Base, InCopy, InDesign, WordPress
Communications Tools: Everbridge, Yammer, MS Teams, Slack, Zoom
AI Tools: CoPilot, Scribe, ChatGPT, HelixGPT, ZenDesk
Professional Skills: Interpersonal Communications, Mentoring, Record Keeping, Tutoring, Building Relationships, Planning, Organizing, Developing People, Professional Resilience.
Professional Experience
Central Bank – Jefferson City, MO
Organizational Change Manager, PMO April 2024 – Present
Designed and launched customized readiness and adoption programs to prepare retail teams for enterprise service transformation, integrating change impact assessments and capability-building frameworks.
Observed and coached market trainers to enhance learning retention, engagement, and adoption effectiveness, driving measurable improvement in service readiness.
Led executive and stakeholder engagement, developed tailored communication and sponsorship strategies to ensure transparency, alignment, and cross-department collaboration.
Spearheaded the design and staffing of a Change Management Call Center, creating structured knowledge resources and internal support channels to accelerate adoption and issue resolution.
Designed a robust training plan (developed training curriculum, online training modules, integrated current CMS with AI content management tools, etc.) to ensure 3000+ employees were prepared for the transition from a mainframe (COBOL) banking system to a digital on-prem solution.
Measured adoption and readiness KPIs (including a Continuous Assessment Plan) to evaluate success of readiness programs, leveraging insights to refine frameworks and sustain organizational capability growth.
Developed internal communication and training toolkits to ensure full adoption of the new online banking system; each toolkit was designed for specific departments and personas within Central Bank.
Served as a guest speaker for 2025 Central Bank Leadership Summit and presented topics related to Change Management Best Practices for Full Adoption.
Mastercard – O’Fallon, MO
Director, Business Operations October 2017 – October 2022
Directed the global Incident Response Readiness and Communications function, building scalable frameworks, toolkits, and onboarding programs that standardized delivery and elevated adoption consistency across global teams.
Designed and facilitated enterprise-wide capability-building and professional development programs, including coaching, workshops, and performance feedback cycles, enhancing team
resilience and change readiness.
Developed and implemented communication and engagement frameworks using tools like Jira, Confluence, and SharePoint to improve cross-functional transparency and collaboration.
Partnered with HR and business unit leaders to align workforce readiness initiatives with broader transformation objectives, embedding change adoption practices into delivery processes.
Championed measurement of adoption and training effectiveness through defined KPIs, driving continuous improvement and data-informed capability scaling.
Maryville University – St. Louis, MO
Adjunct Professor – Communications, Technical Writing, and Management December 2013 – March 2018
Designed and delivered inclusive, experiential learning programs to build communication, leadership, and adaptability skills—core enablers of organizational readiness and change adoption.
Led the graduate writing and tutoring center, developing resource toolkits and frameworks to strengthen learner capability and confidence.
Applied innovative, learner-centered teaching methodologies (case studies, simulations, real-world projects) to enhance readiness for applied, transformational work environments.
Mentored students on leadership, communication, and professional growth—translating coaching and facilitation skills directly applicable to enterprise capability-building initiatives.
Mastercard – O’Fallon, MO
Change Management Consultant September 2014 – October 2017
Led major organizational change and business readiness initiatives, achieving a 20% improvement in project delivery timelines through structured adoption and stakeholder engagement strategies.
Developed and deployed change management frameworks, including communication plans, readiness assessments, and adoption toolkits, to ensure seamless transition across programs.
Facilitated change capability-building sessions and training workshops that increased employee confidence and satisfaction by 30%.
Partnered with IT and Transformation teams to integrate readiness practices into program delivery, embedding adaptability and resilience into operational culture.
Education and Training
Lindenwood University June 2006
Master of Fine Arts (M.F.A: Professional
St Louis, MO
Technical, Business, and Scientific
(Spring 2006) - Dean's List
Missouri State University May 2002
Bachelor of Science: Business/Corporate Communications
Springfield, MO
Special Acknowledgements:
Guest Speaker and Contributor featured on the Elevating Women Podcast (aired March 9, 2025).
Board Member of the Elevating Women in Technology Organization (2022-Present)
Grace Hopper Conference Technical Recruiter and Speaker (2021)
St. Louis University Youth Entrepreneurship Competition Judge (2021)
Hawthorn Leadership School for Girls, STEM Program Mentor (2020)
Women in Technology Founding Member, St. Louis Chapter
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