UX Manager and Digital Adoption Manager

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.