Digital Adoption & Learning Manager

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

Job summary

A leading consulting firm is seeking a Digital Adoption & Learning Manager to enhance the user experience across its software portfolio. You will lead the creation of engaging content and be responsible for digital adoption initiatives using tools like VisualSP, Microsoft Clarity, and PowerBI. The ideal candidate will have experience in digital adoption and UX principles, with strong problem-solving and communication skills. This role offers flexible working options.

Qualifications

• Proven experience in digital adoption, product success, or related fields.
• Ability to analyze feedback and performance metrics to inform improvements.

Responsibilities

• Serve as a superuser of VisualSP, creating and managing digital adoption content.
• Implement feedback loops and analyze user feedback.
• Develop engaging digital content including tutorials and guides.
• Monitor usage metrics using Microsoft Clarity and PowerBI.
• Conduct training sessions and provide ongoing support.

Skills

Advanced proficiency with VisualSP

Strong understanding of user experience (UX) principles

Proficiency with Microsoft Clarity

Proficiency with PowerBI

Strong problem-solving skills

Tools

VisualSP

Microsoft Clarity

PowerBI

Job description

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

Responsibilities

1. Serve as a superuser of VisualSP, leveraging its capabilities to create and manage digital adoption content.
2. Implement feedback loops, gather, and analyze user feedback to inform content creation and process improvements.
3. Develop high-quality, engaging digital content including tutorials, guides, and walkthroughs to support users, utilizing existing content and SME knowledge.
4. Use Microsoft Clarity and PowerBI to monitor usage metrics and gain insights to improve digital adoption strategies.
5. Identify pain points and enhance the end-user experience through effective digital adoption solutions.
6. Conduct regular training sessions and provide ongoing support to a community of content creators, including live demos and workshops. Offer continuous support via helpdesk or support team.
7. Manage relationships with vendors through their customer success teams.
8. Monitor and report on the effectiveness of digital adoption initiatives, using data to drive improvements.

Minimum criteria

1. Advanced proficiency with VisualSP or similar digital adoption platforms.
2. Proven experience in digital adoption, product success, or related fields.
3. Strong understanding of user experience (UX) principles.
4. Ability to analyze feedback and performance metrics to inform improvements.

Preferred skills (not mandatory but beneficial)

1. Proficiency with Microsoft Clarity, PowerBI, and other digital adoption tools.
2. Team management experience.
3. Excellent communication skills.
4. Ability to collaborate with cross-functional teams and vendors.
5. Strong problem-solving skills and proactive user support.

Our culture

We value diversity, inclusion, and the unique contributions of all our people. Our open culture encourages interaction with leadership and supports bringing your whole self to work. We believe in work-life balance and flexible working options.

Beyond the job

We support societal contributions through secondments, charity fundraising, and investing in entrepreneurs globally. Our values of purpose, curiosity, and candor guide us to do the right thing for our firm, clients, and community.