Change & Adoption Lead (fixed-term)

Customer Experience & Journey Design 

• Own the end-to-end IT service customer experience, mapping user journeys and identifying friction points that impact employee productivity 

• Develop and implement customer experience metrics, dashboards, and feedback mechanisms to drive continuous service improvement 

• Host regular end-user focus groups, listening sessions, and workshops to gather insights and co-create solutions with the business 

• Design and manage customer experience improvement initiatives from ideation through implementation and measurement 

Change Management & Adoption 

• Develop compelling communications campaigns that drive awareness, understanding, and adoption across diverse employee populations 

• Create engaging training materials, user guides, self-service resources, and enablement content tailored to different user personas 

• Facilitate virtual and onsite training sessions, drop-in clinics, and hands-on workshops to accelerate technology adoption 

Stakeholder Engagement & Influence 

• Serve as the voice of the employee, translating user feedback into actionable improvement recommendations for IT leadership 

• Build trusted relationships with business unit leaders, resolving teams, and key stakeholders to drive collaboration and alignment 

• Present data-driven insights, trend analysis, and business cases to leadership that demonstrate ROI and business value 

• Influence service design decisions by advocating for user needs and industry best practices 

Process Improvement & Innovation 

• Identify and prioritize service improvement opportunities through data analysis, user feedback, and industry benchmarking 

• Develop business cases including investment requirements, expected returns, and benefit realization plans 

• Collaborate with process owners, knowledge management, and engineering teams to design and implement automation opportunities 

• Drive adoption of best-in-class tooling, processes, and self-service capabilities aligned to ITIL and industry standards