Job Description

The UX & Digital Adoption Manager within the Experience Management Office (XMO) is responsible for driving user-centric improvements and ensuring the successful adoption of experience and digital workplace initiatives. This role combines User Experience (UX) leadership, Digital Adoption, and Change Management practices to ensure that experience improvements are not only well designed but also effectively adopted, utilized, and sustained by end users.

Key Responsibilities

• Lead UX and Digital Adoption activities across the Experience Management Office (XMO).
• Define and oversee UX research methodologies and adoption frameworks across Service Desk and Digital Workplace services.
• Conduct and coordinate UX research activities, including:
• User personas
• User journey mapping
• Surveys
• Focus groups
• Usability testing

• Translate UX insights and user feedback into actionable experience improvement initiatives.
• Develop and execute digital adoption and organizational change strategies for experience-related initiatives.
• Design and manage communication, training, engagement, and awareness plans.
• Apply Organizational Change Management (OCM) methodologies, including ADKAR principles.
• Lead adoption campaigns through communication waves, training programs, user engagement activities, and gamification initiatives.
• Collaborate closely with Experience Managers, Data Analysts, DEM Tool SMEs, Automation Teams, and other stakeholders.
• Monitor adoption performance, user engagement, and experience outcomes using qualitative and quantitative metrics.
• Present UX findings, adoption progress, and business outcomes to stakeholders and clients.
• Drive continuous improvement initiatives based on user feedback, behavioral insights, and adoption data.
• Support the development of a user-centric culture across digital workplace and service management functions.

Requirements

Requirements

Experience & Qualifications

• Proven experience in UX, Employee Experience, Digital Adoption, Change Management, or related roles.
• Demonstrated ability to combine user research insights with adoption and change execution activities.
• Experience working within Service Desk, IT Support, Digital Workplace, or End-User Experience environments.
• Strong understanding of User Experience methodologies, design thinking, and employee experience principles.
• Experience leading digital adoption initiatives and driving behavioral change across organizations.
• Familiarity with Organizational Change Management (OCM) frameworks, particularly ADKAR.
• Experience designing and delivering communication, training, and stakeholder engagement programs.

Technical & Professional Skills

• Strong UX strategy and research capabilities.
• Knowledge of Digital Adoption Platforms (DAPs) and adoption measurement practices.
• Ability to analyze user feedback, experience metrics, and adoption data to drive decision-making.
• Experience with employee experience measurement and continuous improvement approaches.
• Strong project coordination and cross-functional collaboration skills.
• Excellent stakeholder management and facilitation capabilities.
• Ability to convert insights and analytics into practical, user-focused improvements.
• Experience working with user journey mapping, personas, service design, and usability testing techniques.
• Understanding of digital workplace technologies and user enablement strategies.
• Ability to manage multiple initiatives and priorities in a fast-paced environment.

Communication & Language

• Excellent verbal and written communication skills in English (C2 level).
• Strong presentation and storytelling skills with the ability to influence stakeholders at different organizational levels.
• Ability to facilitate workshops, focus groups, and executive-level discussions effectively.

Preferred

• Experience with Employee Experience (EX), Digital Employee Experience (DEX), or Digital Experience Monitoring (DEM) programs.
• Exposure to gamification and engagement techniques to increase adoption and user participation.
• Relevant certifications in UX, Change Management, Employee Experience, or Digital Adoption are advantageous.