Digital Adoption & Learning Manager

Grant Thornton; Milton Keynes; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A prominent professional services firm is seeking a Digital Adoption & Learning Manager to enhance user experience across their software. The ideal candidate will manage digital adoption initiatives, develop content, and support users. This hybrid role requires proficiency in VisualSP, experience in digital adoption, and strong communication skills. Join a culture that values inclusivity and offers flexible working options.

Benefits

Flexible working options

Opportunities for community involvement

Qualifications

• Advanced proficiency with VisualSP or similar digital adoption platform.
• Proven experience in digital adoption, product success, or a related field.
• Solid understanding of user experience (UX) principles.

Responsibilities

• Lead conversations to create and manage digital adoption content.
• Gather and analyze user feedback to inform future content creation.
• Develop engaging digital content including tutorials and guides.

Skills

VisualSP proficiency

User experience (UX) understanding

Communication skills

Problem-solving skills

Tools

Microsoft Clarity

PowerBI

Job description

Job Description

Digital Adoption & Learning Manager

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

A look into the role

As a Digital Adoption & Learning Manager within our Digital, Data, and Technology team, you will:

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, 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 in navigating our software platforms, leveraging pre-existing content and knowledge from software SMEs.
4. Utilize Microsoft Clarity and PowerBI to view usage metrics and insights, helping to understand user behavior and improve the digital adoption process.
5. Continuously improve the end-user experience by identifying pain points and providing solutions through effective digital adoption strategies.
6. Conduct regular training sessions and provide ongoing support to a small community of Digital Adoption Product content creators to ensure proficiency (including live demos and hands-on workshops). Provide continuous support through a dedicated helpdesk or support team to address any issues or questions users may have.
7. Manage and lead the relationship with the vendor via their own customer success team.
8. Monitor and report on the effectiveness of digital adoption initiatives, using data to drive continuous improvement.

Knowing you’re right for us

Joining us as a Digital Adoption & Learning Manager, the minimum criteria you’ll need are:

1. Advanced proficiency with VisualSP or similar digital adoption platform.
2. Proven experience in digital adoption, product success, or a related field.
3. Solid understanding of user experience (UX) principles and how they inform effective digital adoption strategies.
4. Ability to analyze user feedback and performance metrics to drive improvements.

It would be great if you had some of the following skills, but don’t worry if you don’t tick every box; we’ll help you develop along the way:

1. Proficiency with Microsoft Clarity, PowerBI, and other digital adoption tools.
2. Team management experience is desirable.
3. Excellent verbal and written communication skills.
4. Ability to work collaboratively with cross-functional teams, product owners/developers, and vendor customer support to ensure the content is accurate, relevant, and valuable to users.
5. Strong problem-solving skills and a proactive approach to addressing user needs.

Knowing we’re right for you

Embracing uniqueness, the culture at Grant Thornton thrives on the contributions of all our people. We never settle for what is easy; we look beyond to deliver the right thing for everyone. Building an inclusive culture where we value differences and respect our colleagues helps our people perform at their best and realize their potential.

Our open and accessible culture means you’ll interact with leaders who are interested in you and everything you bring to our firm. The things that set you apart, we value them. That’s why we give you the freedom to bring your whole self to work and pursue your passions inside and outside of work.

Beyond the job

Life is more than work. The things you do and the people you’re with outside of work matter. That’s why we’re happy to consider flexible working options for all our roles, and we’ll always do our best to keep your work and life in balance.

The impact you can make here will go far beyond your day job. From secondments to fundraising for local charities or investing in entrepreneurs in the developing world, you’ll be giving back to society. It’s that drive to do the right thing that runs through our every move, grounded in our firm’s values – purposefully driven, actively curious, and candid but kind.

We’re looking for people who want to contribute, spark fresh ideas, and go beyond expectations. People who want to proudly do what’s right for the firm, our clients, our people, and themselves. It’s how it should be.