Change & Adoption Lead (fixed-term)

The Change & Adoption Leadwill be the primary driver of IT service experience transformation, acting as the critical interlock between IT Service & Operations and our 5,500 employees globally. This role owns the end-to-end customer journey for IT services, championing user-centred design, driving technology adoption, and embedding continuous improvement practices across the organisation. The successful candidate will be responsible fordeveloping and executing change management strategies, building compelling communication campaigns, and facilitatingemployee engagement to ensure seamless adoption of new technologies, processes, and ways of working that enhance productivity and employee satisfaction.

Day-to-day responsibilities

Customer Experience & Journey Design

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

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

• Host regular end-user focusgroups, 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 demonstrateROI and business value

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

Process Improvement & Innovation

• Identifyand 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

Required Experience

• Change Management & Adoption:Demonstratedsuccess leading organization-wide technology adoption programs, preferably in global enterprises with 1,000+ employees

• Customer Experience Design:Track record of mapping customer journeys, implementing user personas, and driving measurable improvements in user satisfaction (CSAT/NPS)

• Communication & Enablement:Exceptional ability to create engaging, multi-channel communication campaigns and training content for technical and non-technical audiences

• Stakeholder Influence:Proven ability to influence without authority, building consensus across IT and business stakeholders at all organizational levels

• Process Transformation:Experience driving process change initiatives, documenting current vs. future state, and managing change resistance

• Data-Driven Decision Making:Proficiencywith analytics tools (Power BI, Tableau, etc.) to develop dashboards, identifytrends, and present actionable insights to leadership

• Facilitation & Training:Comfortable hosting workshops, focus groups, and training sessions both virtually and in-person with groups ranging from 5-100+ participants

• ITSM & Self-Service:Understanding of IT service management principles and experience implementing self-service technologies and knowledge management solutions

• Business Case Development:Ability to build compelling business cases that articulate ROI, productivity gains, and strategic value of technology investments