Senior Adoption & Change Manager (ACM)

Market rates

Permanent

This is a permanent role working 2-3 days per week onsite in the London or Edinburgh offices.

We are currently recruiting for an Adoption & Change Manager (ACM) within the UEKM (User Education & Knowledge Management) workstream under DW-Solutions & Control’s Release Standards & Risk Management (RSRM) subchapter.

This role is a hybrid between UEKM and a Release Manager where you will customise a strategy to increase the overall adoption of a product and/or service change. This includes but is not limited to a user engagement plan (communications, documentation, and training) as well as a release strategy (QA to Production).

Adoption & Change Management (ACM) is responsible for 4 categories:
User Education:
Partner with SME’s and Product Owners to create ‘cheat sheets’, best practices and other learning resources
Drive successful product adoption by hosting webinars, like ‘Ask Me Anything’ sessions
Formulate different ways to communicate – e.g., Podcast or “Tech Talk”
Strategize communication plans by knowing when to bundle initiatives with a common theme
DW Knowledge Share:
Facilitate knowledge sharing across Digital Workplace to ensure awareness of ongoing activities and to understand potential overlap that could impact the user experience
Consolidate weekly highlights by creating and maintaining newsletters for a DW
Partner with members in Technology Platforms for better understanding of products and services to shape messaging, drive adoption and aid with training and education
Business Engagement:
Collaborate with the BRM by taking Technology Platform initiatives and communicating it to the business stakeholders
Engage with the Technology Ambassadors Program (TAP), which is the business-side volunteers, to collect feedback for ‘pilot’ or early releases of product or service rollouts
Take part in Quarterly Business Reviews as a Technology Platform stakeholder by providing information, like metrics for TAP engagements or user-friendly breakdown on details for product or service rollouts and ‘Roadmap’ initiatives
New Products & Services:
Create a benchmark to compare the change to the digital user experience
Adequately provide feedback to SME’s, Product Managers, or vendors
Partner with Product Managers/SME’s on the communication draft using the T&O Comms strategy

Skills:
User Education & Technical Writing Skills:
Be able to communicate, listen and observe
Be able to take technical jargon and make it user-friendly
Ability to interact with subject matter experts (SME’s)
User persona targeting
Master of different modes of communication

Understanding of End-User computing products, especially in the following areas:
Understanding different Operating Systems - Win10, macOS and iOS
Understanding of different options of compute - Laptop, Thick/Thin Client and iPhone/iPad, as well as how they connect to different peripherals
Basic understanding of a virtualize environments; VDI (Citrix)
Understanding of hybrid working environments – e.g., WFH (work from home) versus Office configurations
Basic understanding of cloud storage; M365
Basic understanding of cyber security

End-user/business side Interaction
Excellent proven track record with clients in a Financial Services (or fast-paced equivalent) environment is a plus but not necessary
Written and verbal communication skills
Able to present and be comfortable with small-to-large scale webinars or in-person training

If you feel you have the skills and experience needed for this role; please do apply now.