Digital Adoption & UX Manager

Grant Thornton UK; Liverpool; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

Grant Thornton is seeking a proactive Digital Adoption & UX Manager to enhance user experience across digital platforms. The role involves content creation, user feedback analysis, and collaboration with diverse stakeholders, aimed at maximizing digital adoption and improving user satisfaction.

Benefits

Flexible working arrangements

Opportunities for secondments

Charity fundraising support

Qualifications

• Proficiency with VisualSP or similar Digital Adoption Platforms.
• Proven experience in digital adoption, product success, or related fields.
• Knowledge of UX design principles.

Responsibilities

• Lead conversations on digital adoption content creation and management.
• Gather and analyze user feedback to inform content creation.
• Develop high-quality, engaging digital content including tutorials and guides.

Skills

Proactivity

Problem-solving

Communication

Tools

VisualSP

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 committed to quality, inclusion, and integrity. We bring diverse experiences to our clients worldwide, delivering a better, personal, proactive, and agile service. That’s Grant Thornton.

Job Description:

Digital Adoption & UX Manager

Flexible on GTUK location, hybrid working

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 Digital, Data, and Technology. This role is crucial in enhancing the end-user experience across our software portfolio, ensuring successful adoption of our digital tools, which are key to maximizing our investments and improving user experience. The role will be the product owner of our digital adoption product, 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, you will:

• Be a superuser of VisualSP, with strong awareness of its capabilities to lead conversations on digital adoption content creation and management.
• Implement feedback loops, gather and analyze user feedback to inform content creation and process improvements.
• Develop high-quality, engaging digital content including tutorials, guides, and walkthroughs to support users, leveraging existing content and SME knowledge.
• Utilize Microsoft Clarity and PowerBI to view usage metrics and insights, understanding user behavior to improve digital adoption.
• Identify pain points and continuously improve the end-user experience through effective digital strategies.
• Conduct training sessions and support a community of Digital Adoption Content Creators, including live demos and workshops. Provide ongoing support through helpdesk or support teams.
• Manage relationships with vendors via their customer success teams.
• Monitor and report on the effectiveness of digital adoption initiatives, using data to drive improvements.

Minimum Criteria:

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

Desirable skills include proficiency with Microsoft Clarity, PowerBI, team management experience, excellent communication skills, and the ability to collaborate with cross-functional teams and vendors. Strong problem-solving skills and a proactive approach are essential.

Our Culture:

At Grant Thornton, we value diversity, inclusion, and respect. Our open culture encourages interaction with leaders who are interested in your growth. We support bringing your whole self to work and pursuing passions inside and outside of work.

Beyond the Job:

We support flexible working arrangements to help balance work and life. The impact of your work extends beyond your role, including opportunities for secondments, charity fundraising, and supporting entrepreneurs globally. Our values—purposefully driven, actively curious, and candid but kind—guide us.

We seek individuals eager to contribute, innovate, and exceed expectations—people who want to do what’s right for the firm, clients, colleagues, and themselves. That’s how it should be.

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