Digital Adoption & Learning Manager

Grant Thornton; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A professional services firm in London is seeking a Digital Adoption & Learning Manager to enhance user experience across digital tools. This role involves leading content creation and managing user feedback, requiring strong proficiency with VisualSP and tools such as PowerBI. Ideal candidates should possess excellent communication skills and a proactive approach. The company supports flexible working options to maintain work-life balance.

Benefits

Flexible working options

Inclusive culture

Support for community initiatives

Qualifications

• Proven experience in digital adoption or product success roles.
• Solid understanding of UX principles.
• Ability to analyze user feedback and performance metrics.

Responsibilities

• Lead creation and management of digital adoption content.
• Analyze user feedback to improve content and processes.
• Conduct training sessions and support for content creators.

Skills

Proficient in VisualSP

User feedback analysis

Content creation

Problem-solving skills

Excellent communication

Tools

PowerBI

Microsoft Clarity

Job description

Digital Adoption & Learning Manager, London

Flexible on GTUK location, hybrid working

NEW GROUND WON’T BREAK ITSELF.

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 work independently with minimal supervision, and collaborate effectively with a diverse range of stakeholders.

Responsibilities

1. Be a superuser of VisualSP with strong awareness of its capabilities to effectively lead conversations to create and manage digital adoption content.
2. Implement feedback loops, gather 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 to continuously improve the end-user experience.
6. Conduct regular training sessions and provide ongoing support to a community of Digital Adoption Product content creators, including live demos and workshops. Offer continuous support through a helpdesk or support team.
7. Manage relationships with vendors via their customer success teams.
8. Monitor and report on the effectiveness of digital adoption initiatives, using data to drive improvements.

Minimum Criteria

• Advanced proficiency with VisualSP or similar digital adoption platform.
• Proven experience in digital adoption, product success, or related fields.
• Solid understanding of UX principles and their application in digital adoption strategies.
• Ability to analyze user feedback and performance metrics for improvements.

Preferred Skills

• Proficiency with Microsoft Clarity, PowerBI, and other digital adoption tools.
• Team management experience.
• Excellent communication skills.
• Ability to collaborate with cross-functional teams and vendors.
• Strong problem-solving skills and a proactive approach.

Our Culture

At Grant Thornton, we embrace uniqueness and foster an inclusive culture that values differences and respects colleagues. We encourage our people to bring their whole selves to work and pursue passions both inside and outside of work.

Beyond the Job

We support flexible working options to help maintain work-life balance. Our impact extends beyond work through secondments, charitable fundraising, and supporting entrepreneurs in developing countries. Our values—purposefully driven, actively curious, and candid but kind—guide us in doing the right thing for our firm, clients, and society.