Jacqueline Biehler
Verified Expert in Management Consulting
Management Consulting Expert
Vancouver, BC, Canada
Toptal member since April 14, 2026
Jacqueline is a senior change management consultant with 12+ years of experience leading complex digital transformations. She specializes in turning strategy into adoption, delivering measurable results through execution-focused change and training strategies. She leads end-to-end initiatives that drive real behavior change at scale. She also helps organizations operationalize AI, embedding it into workflows and building capability for sustained impact.
Career Highlights
Education Highlights
Certification Highlights
Expertise
- AI Adoption
- ChatGPT
- Digital Transformation
- Leadership
- Learning Management Systems (LMS)
- Organizational Change Management (OCM)
- Process Improvement
- Training Content
Work Experience
Senior Change Management Lead
TransLink
- Led enterprise digital transformation initiatives impacting 4,000+ frontline employees, achieving 85% adoption within 6 weeks.
- Increased operational efficiency by enabling over 84,000 hours of shift trades within 6 months through digital self-service tools.
- Reduced spareboard workforce requirements by around 9% through improved system adoption and process optimization.
- Designed and executed end-to-end change and training strategies, enabling rapid transition from paper-based to digital workflows.
- Delivered large-scale training programs across multiple roles, improving workforce readiness and reducing adoption risk at go-live.
Change Management Leader
Pacific Blue Cross
- Led change management for enterprise system and process transformations, improving operational efficiency and user adoption.
- Developed and executed training strategies that enabled cross-functional teams to adopt new systems and workflows effectively.
- Developed and executed training strategies that enabled cross-functional teams to adopt new systems and workflows effectively.
- Facilitated leadership alignment sessions, improving decision-making speed and clarity across business units.
Change Management Leader
Urban Barn
- Led change and training initiatives supporting retail and operational transformations across 56 retail store locations across Canada.
- Designed and delivered training programs to support adoption of new systems and processes for frontline retail staff.
- Elevated organizational change maturity by training and engaging leaders and team members, strengthening internal capability, and improving adoption across store operations.
Training and Change Management Lead
British Columbia Liquor Distribution Branch
- Led a warehouse management system implementation, designing and executing change and training strategies that drove adoption and improved operational efficiency.
- Managed a team of 20 peer trainers, enabling consistent training delivery and scaling workforce capability across warehouse operations.
- Built and delivered capability development programs using change management and adult learning principles, improving workforce readiness and accelerating adoption in a fast-paced operational environment.
Manager, Education Programs and Strategy
Allocadia
- Led and coached a three-person customer education team, redesigning training and documentation strategies to improve customer success outcomes and increase overall usage of SaaS software.
- Built a customer-facing help center serving 2,500+ users within three months, increasing self-service adoption and operational efficiency.
- Designed and implemented training, onboarding, and in-app learning strategies that improved customer experience, supported adoption, and enabled growth initiatives.
Education
Master of Business Administration (MBA) in Management of Technology
Simon Fraser University - Vancouver, Canada
Master's Degree in Education (Adult Learning)
University of British Columbia - Vancouver, Canada
Bachelor's Degree in Psychology
University of British Columbia - Vancouver, Canada
Certifications
AI Empowered Leadership
Simon Fraser University
Digital Leadership Transformation
Simon Fraser University
Prosci
Prosci
Skills
Industry Expertise
Education Technology (Edtech)
Output Software
Smartsheet
Other
Change Strategy & Execution, Stakeholder & Executive Alignment, Adult Learning, Facilitation, Coaching & Enablement, Blended Learning & Digital Learning Design, Organizational Change Management (OCM), Human-Centered Change Leadership, Enterprise Digital Transformation, Workforce Adoption & Behavior Change, Training Strategy & Capability Development, Business Process Transformation, Enterprise Change Management (ECM), Stakeholder Engagement & Alignment, Organizational Readiness & Adoption, Cross-Functional Change Delivery, Frontline Workforce Training & Enablement, Employee Engagement & Adoption, Digital Transformation, Training Content, Consulting, Education, Instructional Design, Microsoft, Google, Learning Management Systems (LMS), ChatGPT, Microsoft Copilot, Leadership, Business Case & Value Realization, Process Optimization & Operating Models, Data-driven Decision-making, Learning Evaluation & Effectiveness (Kirkpatrick), Agile & Adaptive Leadership, Behavioral Analysis & Insight, Decision-Making & Cognitive Bias, Communication & Influence Strategies, Group Dynamics & Organizational Behavior, Process Improvement, Artificial Intelligence (AI), Executive Consulting, Management Consulting, Slack, AI Strategy & Business Integration, Human-Centered AI Adoption, AI-Enabled Decision Making, Responsible & Ethical AI, AI-Driven Process Transformation, Leading AI-Enabled Teams, Innovation & Emerging Technology Evaluation, Stakeholder Behavior & Motivation, Training, Customer Success, Customer Retention, AI Adoption
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