Change & Adoption Lead (fixed-term)
Tasks
- Adopt best in class tooling processes and self service capabilities aligned to ITIL
- Build stakeholder relationships across IT and business leaders
- Collaborate on automation opportunities with knowledge management and engineering teams
- Create multi channel communication campaigns for employee adoption
- Design and manage customer experience improvement initiatives
- Develop business cases with investment requirements and benefit realization
- Develop change management strategies for new technologies and processes
- Develop customer experience metrics dashboards and feedback mechanisms
- Develop training materials user guides and enablement content
- Drive process improvement opportunities using data analysis
- Facilitate end user focus groups workshops and listening sessions
- Facilitate virtual and onsite training and hands on workshops
- Map user journeys and identify friction points
- Own end to end IT service customer experience
- Present data driven insights trend analysis and business cases
- Translate employee feedback into improvement recommendations
Perks/Benefits
- Charity and fundraising initiatives
- Employee diversity and inclusion networks
- Fitness competitions
- Hybrid option
- Remote-first work model
- Trivia competitions
- Volunteer days
- Wellbeing days
- Wellbeing webinars
Skills/Tech-stack
Analytics | Automation | Business case | Business case development | Case Development | Change Management | Communication | Customer Experience | Customer Journey | Customer journey mapping | Facilitation | IT Service Management | IT service | ITSM | Journey Mapping | Knowledge Management | Power BI | Process transformation | ROI analysis | Self-Service | Service Management | Stakeholder management | Tableau | Training Development | User personas
Education
N/A
Roles
Change Management Lead | IT | IT Service Adoption Lead | Lead
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