Digital Adoption & Learning Manager
Flexible on GTUK location, hybrid working
Every day, our teams help people in businesses and communities to do what is right and achieve their goals.
We are seeking a highly skilled, proactive, and motivated Digital Adoption & Learning Manager to join our growing Customer Success team within our Digital, Data, and Technology function. This role is crucial in enhancing the end-user experience across our software portfolio, ensuring the successful adoption of our digital tools, which are key to maximizing the value of our investments and continuously improving user experience. The role will be the product owner of our digital adoption product, VisualSP, and will lead the creation of engaging content and walkthroughs for our suite of software platforms. The ideal candidate will be proactive, able to take initiative, work independently with minimal supervision, and collaborate effectively with a diverse range of stakeholders.
Responsibilities
1. Superuser of VisualSP with strong awareness of its capabilities to effectively lead conversations to create and manage digital adoption content.
2. Implement feedback loops and analyze user feedback to inform future content creation and process improvements.
3. Develop high-quality, engaging digital content including tutorials, guides, and walkthroughs to support users, leveraging existing content and SME knowledge.
4. Utilize Microsoft Clarity and PowerBI to view usage metrics and insights, understanding user behavior to improve digital adoption.
5. Identify pain points and provide solutions through digital adoption strategies to improve the end-user experience.
6. Conduct regular training sessions and provide ongoing support to a small community of digital adoption content creators, including live demos and workshops. Offer continuous support via helpdesk or support teams.
7. Manage and lead relationships with vendors via their customer success teams.
8. Monitor and report on the effectiveness of digital adoption initiatives, using data for continuous improvement.
Minimum Criteria
1. Advanced proficiency with VisualSP or similar digital adoption platforms.
2. Proven experience in digital adoption, product success, or related fields.
3. Solid understanding of UX principles and their application in digital adoption.
4. Ability to analyze user feedback and performance metrics for improvements.
Preferred Skills
1. Proficiency with Microsoft Clarity, PowerBI, and other digital tools.
2. Team management experience.
3. Excellent communication skills, verbal and written.
4. Ability to work collaboratively with cross-functional teams and vendors.
5. Strong problem-solving skills and proactive user support.
Our Culture
We value diversity, inclusion, and the contributions of all our people. Our culture encourages interaction with leaders who are interested in your growth and values your unique qualities. We support bringing your whole self to work and pursuing passions outside of work.
Beyond the Job
We believe life extends beyond work. We offer flexible working options to help you maintain a healthy work-life balance. The impact of your work can extend beyond your role, contributing to society through various initiatives grounded in our values of purpose, curiosity, and kindness.
We seek individuals eager to contribute, innovate, and exceed expectations—people committed to doing what’s right for the firm, clients, colleagues, and themselves. That’s how it should be.
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