Job Description
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The Change & Adoption Lead will 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 organization. The successful candidate will be responsible for developing and executing change management strategies, building compelling communication campaigns, and facilitating employee 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 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
Required Experience
Change Management & Adoption: Demonstrated success 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: Proficiency with analytics tools (Power BI, Tableau, etc.) to develop dashboards, identify trends, 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
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Sophos
View Company ProfileSophos (operating at sophos.com) is a security software and hardware company engineered for cybersecurity. Founded in Not specified by Not specified and headquartered in Oxford, Sophos takes a prevention-first approach to security by stopping threats earlier — blocking ransomware, phishing, and credential-based attacks before they become business-disrupting events. Under the hood, Sophos is powered by agentic AI and elite human expertise, detecting, investigating, and neutralizing threats. This allows more than 40,000 customers worldwide to defeat cyberattacks and achieve superior cybersecurity outcomes. Backed by Not specified.
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