Senior Technical Writer

Quest Diagnostics; Schaumburg (IL); On-site; USD 120,000 - 180,000; Full time

Job summary

Quest Diagnostics seeks a Lead Technical Product Adoption expert to drive successful implementation and adoption of new products and technologies for customers and internal teams. You will design strategies, create collateral and training to maximize user adoption and productivity, partnering with stakeholders and instructional designers to shape adoption programs.

The role emphasizes strong technical knowledge, excellent communication, and the ability to influence cross‑functional teams to

Qualifications

• 7+ years of experience with adult learning, customer experience and adoption, instructional design, curriculum development and performance improvement.

Responsibilities

• Develop adoption strategies and best practices for technology rollout and utilization.
• Coach peers and business partners on learning and adoption strategies.
• Partner with the business to provide product demos to support user understanding of features and functionality.
• Gather implementation requirements from clients and facilitate the implementation process for a smooth handover to deployment teams.
• Oversee all aspects of the implementation process, including scheduling, training, and cross-functional coordination.
• Identify and mitigate risks during implementation.
• Monitor training effectiveness through analytics and feedback and update programs accordingly.
• Deliver training via one-on-one sessions, classroom, or virtual formats.

Skills

Communication skills

Product demos

Training development

Cross-functional collab

Adult learning

Project management

Data-driven decisions

AI learning design

Education

Bachelor’s Degree in Instructional Design or related field

Tools

Articulate

Vyond

Adobe Captivate

Lectora

MS Office

MixPanel

Adobe Creative Suite

Camtasia Studio

Job description

Job Description

The Lead Technical Product Adoption role drives the successful implementation and integration of new products, features, and technologies for both customers and internal teams. This role develops strategies, collateral, and training materials to maximize user adoption, enhance productivity, and ensure seamless transitions to new solutions. They will partner with stakeholders, business partners, developers, and instructional designers to shape adoption strategies and materials. The ideal candidate has strong technical expertise, excellent communication skills, and a passion for helping others embrace new tools and systems.

Responsibilities

• Develop customer and O2C adoption strategies and best practices for technology rollout and utilization.
• Coach peers and business partners on learning and adoption strategies.
• Partner with the business to provide product demos to support user understanding of features and functionality.
• Gather implementation requirements from clients and business partners and facilitate the implementation process to ensure a smooth handover to the teams performing product setup/configuration.
• Oversee all aspects of the implementation process, external and internal, including scheduling, training, and cross‑functional coordination with Customer Service, Commercial, Employees, and Clients.
• Identify and mitigate risks and obstacles during implementation.
• Track and monitor progress of new enrollments and adoption.
• Conduct needs analysis to identify required skills, knowledge, and workflows for effective adoption.
• Design and deliver engaging learning experiences using a variety of methods (eLearning, videos, classroom training) based on adult learning principles.
• Maintain expertise in product functionality, workflows, and internal applications.
• Collaborate with the commercial or business teams to gather VOC, present products and solutions, and support engagement.
• Create and maintain training materials, ensuring alignment with system updates.
• Act as a resource for support, sales, implementation, and other internal teams.
• Provide feedback to influence product design and improve alignment with user needs.
• Partner with Learning Design peers to develop, deliver, and evaluate training programs, incorporating customer feedback.
• Serve as a trusted advisor, facilitating cross‑functional collaboration to drive product adoption and success.
• Develop journey maps and personas to guide adoption strategies.
• Monitor training effectiveness through analytics and feedback, making updates to enhance adoption outcomes.
• Deliver training via one‑on‑one sessions, classroom, or virtual formats.
• Gather user insights to identify adoption barriers, inform product development, and refine processes.
• Communicate product benefits and address objections to promote adoption.
• Leverage AI or AI agents for learning design and creation.

Qualifications

Required Work Experience

• 7+ years of experience with adult learning, customer experience and adoption, instructional design, curriculum development and performance improvement.
• 5+ years in a healthcare industry with healthcare technology experience.
• 5+ years of hands‑on experience developing formalized business and software education and training through traditional and Agile development lifecycles including SAFe and/or Scrum.
• 5+ years’ experience consulting with clients or business partners to determine the best instructional solutions and/or strategies.
• Exemplify digital dexterity with technology suites such as Articulate, Vyond, Adobe Captivate, Lectora, MS Office, MixPanel, Adobe Creative Suite (Premiere Pro, After Effects, Audition, Illustrator, InDesign, Photoshop), and Camtasia Studio.

Preferred Work Experience

• Experience in go‑to‑market strategies and implementation processes/projects.
• Experience with Rally, JIRA, or related project management tools.
• Experience with process mapping and optimization.
• Experience coaching other team members.
• Basic HTML coding skills.
• Basic graphic design knowledge and image editing.

Physical And Mental Requirements

• N/A

Knowledge

• Knowledge of digital product management and implementation processes.
• Familiarity with product adoption platforms (e.g., MixPanel).

Skills

• Exceptional communication skills—adept in presenting to varied audiences, creating clear and engaging slides, and delivering concise written and verbal messages with attention to detail.
• Experienced in conducting customer‑centric demos and training tailored to user workflows and audience needs.
• Proficient in developing multivariate training content (videos, documentation, live sessions) that drives product understanding and adoption.
• Strong collaboration skills—able to work cross‑functionally in matrixed teams and build effective relationships with both internal stakeholders and customers.
• Strategic and analytical thinker—skilled at interpreting customer feedback, identifying patterns, and making data‑driven recommendations for product improvements.
• Project‑management expertise—capable of managing multiple priorities and timelines while staying organized and focused.
• Effective problem‑solver and troubleshooter, with the ability to anticipate issues and resolve them quickly.
• Self‑motivated and proactive, with a positive, energetic approach to challenges and team collaboration.
• Empathetic and customer‑focused, with a deep understanding of user needs and success drivers.
• Thrives in dynamic environments—able to adapt quickly, manage pressure, and meet tight deadlines.
• Committed to continuous improvement, always seeking creative ways to enhance adoption and user experience.
• High integrity and ethical standards, trusted to represent the company with professionalism and accountability.

Education

• Bachelor’s Degree in Instructional Design, Adult Learning, Educational Psychology, Customer Experience or related field preferred, or equivalent job experience (required).

Languages

• English (Required).

Work Requirements

• Travel required.

About The Team

Quest Diagnostics honors our service members and encourages veterans to apply.

While we appreciate and value our staffing partners, we do not accept unsolicited resumes from agencies. Quest will not be responsible for paying agency fees for any individual as to whom an agency has sent an unsolicited resume.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.