sophos - Change & Adoption Lead (fixed-term)

• 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 • 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 • Ready to Join Us?