Digital Adoption & UX Manager

Grant Thornton UK; Glasgow; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Grant Thornton UK seeks a proactive Digital Adoption & UX Manager to enhance user experience through effective digital strategies within their Customer Success team. This role involves creating engaging digital content, using analytics to inform decisions, and collaborating across functions to ensure a seamless adoption of digital tools. The ideal candidate will have strong knowledge of digital adoption platforms and a passion for improving user experiences.

Qualifications

• Proven experience in digital adoption or product success.
• Ability to analyze user feedback and performance data.
• Excellent communication skills, both verbal and written.

Responsibilities

• Lead content creation and management for digital adoption.
• Gather and analyze user feedback to inform improvements.
• Conduct training sessions and provide ongoing user support.

Skills

Proficiency with VisualSP

Knowledge of user experience (UX) design principles

Strong problem-solving skills

Tools

Microsoft Clarity

PowerBI

Job description

More than you expected

The UK member firms of Grant Thornton are part of a global network of independent audit, tax, and advisory firms, comprising over 76,000 professionals in more than 150 countries. We are a team of independent thinkers who prioritize quality, inclusion, and integrity. Our global presence allows us to bring diverse experiences to our clients, delivering a better, more personalized, proactive, and agile service. That’s Grant Thornton.

Job Description:

Digital Adoption & UX Manager

Location: Flexible within GTUK, hybrid working model

NEW GROUND WON’T BREAK ITSELF.

Every day, our teams help businesses and communities do what is right and achieve their goals.

We are seeking a highly skilled, proactive, and motivated Digital Adoption & UX Manager to join our growing Customer Success team within the Digital, Data, and Technology function. This role is key to enhancing the end-user experience across our software portfolio, ensuring successful adoption of our digital tools, which are vital for maximizing our investments and continuously improving user experience. The role will be the product owner of our digital adoption platform, VisualSP, leading the creation of engaging content and walkthroughs for our software platforms. The ideal candidate will be proactive, able to work independently with minimal supervision, and collaborate effectively with diverse stakeholders.

Role Overview:

As a Digital Adoption & UX Manager within our Digital, Data, and Technology team, your responsibilities will include:

• Being a superuser of VisualSP, with strong knowledge of its capabilities to lead content creation and management for digital adoption.
• Implementing feedback mechanisms, gathering and analyzing user feedback to inform content development and process improvements.
• Developing high-quality, engaging digital content such as tutorials, guides, and walkthroughs, leveraging existing content and SME expertise.
• Using tools like Microsoft Clarity and PowerBI to analyze usage metrics and gain insights into user behavior to enhance digital adoption strategies.
• Identifying pain points and continuously improving the user experience through effective digital adoption initiatives.
• Conducting training sessions and providing ongoing support to a small community of content creators, including live demos and workshops. Offering continuous user support via helpdesk or support teams.
• Managing relationships with vendors and their customer success teams.
• Monitoring and reporting on the effectiveness of digital adoption efforts, using data to drive ongoing improvements.

Candidate Profile - Minimum Requirements:

• Proficiency with VisualSP or similar Digital Adoption Platforms.
• Proven experience in digital adoption, product success, or related fields.
• Knowledge of user experience (UX) design principles.
• Ability to analyze user feedback and performance data to inform improvements.

Preferred Skills (not mandatory):

• Proficiency with Microsoft Clarity, PowerBI, and other digital adoption tools.
• Team management experience.
• Excellent communication skills, both verbal and written.
• Ability to collaborate with cross-functional teams, product owners, developers, and vendors to ensure relevant and valuable content.
• Strong problem-solving skills and a proactive approach to user needs.

Why Join Us?

At Grant Thornton, we value diversity and foster an inclusive culture that encourages everyone to bring their whole selves to work. Our open culture means interacting with leaders who care about your growth and contributions. We support flexible working arrangements to help you balance work and life.

Beyond your role, you can make a societal impact through secondments, charity work, and supporting entrepreneurs worldwide. Our values—purposeful drive, curiosity, candor, and kindness—guide us in doing what’s right for our clients, colleagues, and communities.

Application: Please insert a link to the application page on our careers site.