Change & Adoption Lead

Position:
Change & Adoption Lead (fixed-term)

Company:
Sophos

Location:
Romania

Employment type:
Fixed-Term

Work Arrangement:
Remote

Short Summary:
The Change & Adoption Lead will drive IT service experience transformation, acting as the interlock between IT Service & Operations and 5,500 employees globally. This role focuses on user-centered design, technology adoption, and continuous improvement practices.

Responsibilities:
- Own the end-to-end IT service customer experience, mapping user journeys and identifying friction points.
- Develop and implement customer experience metrics and feedback mechanisms.
- Host end-user focus groups and workshops to gather insights.
- Create compelling communications campaigns for technology adoption.
- Facilitate training sessions and workshops to accelerate technology adoption.
- Serve as the voice of the employee, translating feedback into actionable recommendations.
- Build relationships with business unit leaders and key stakeholders.
- Present data-driven insights and business cases to leadership.
- Identify and prioritize service improvement opportunities through data analysis.

Requirement:
- Demonstrated success in leading technology adoption programs in global enterprises.
- Experience in customer experience design and mapping customer journeys.
- Exceptional ability to create engaging communication campaigns and training content.
- Proven ability to influence stakeholders and build consensus.
- Experience in driving process change initiatives and managing change resistance.
- Proficiency with analytics tools to develop dashboards and present insights.
- Understanding of IT service management principles and self-service technologies.
- Ability to build compelling business cases articulating ROI and strategic value.

Benefits:
- Remote-first working model with flexibility.
- Employee-led diversity and inclusion networks.
- Annual charity initiatives and volunteer days.
- Global employee sustainability initiatives.
- Wellbeing days and monthly webinars to support health and wellbeing.