Digital Adoption & UX Manager

Join our growing Customer Success team within our Digital, Data and Technology function as a Digital Adoption & UX Manager. This role is crucial in enhancing the end-user experience across our software portfolio, ensuring the successful adoption of our digital tools.

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, and work independently with minimal supervision while collaborating effectively with a diverse range of stakeholders.

A look into the role:

• Superuser of VisualSP with strong awareness of its capabilities to effectively lead conversations to create and manage digital adoption content.
• Implement feedback loops and gather and analyse user feedback to inform future content creation and process improvements.
• Develop high-quality, engaging informative digital content including tutorials, guides, and walkthroughs to support users in navigating our software platforms.
• Utilise Microsoft Clarity and PowerBI to view usage metrics and insights, helping to understand user behaviour and improve the digital adoption process.
• Continuously improve the end-user experience by identifying pain points and providing solutions through effective digital adoption strategies.
• Conduct regular training sessions and provide ongoing support to a small community of Digital Adoption Product content creators.
• Provide continuous support to address any issues or questions users may have.
• Manage and lead the relationship with the vendor via their own customer success team.
• Monitor and report on the effectiveness of digital adoption initiatives, using data to drive continuous improvement.

Knowing you’re right for us:

• Proficiency with VSP or an alternative Digital Adoption Platform.
• Proven experience in digital adoption, product success, or a related field.
• Knowledge of user experience (UX) design principles.
• Ability to analyse user feedback and performance metrics to drive improvements.

It would be great if you had some of the following skills:

• Proficiency with Microsoft Clarity, PowerBI, and other digital adoption tools.
• Team management experience is desirable.
• Excellent verbal and written communication skills.
• Ability to work collaboratively with cross-functional teams, product owners/developers, and vendor customer support.
• 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. Building an inclusive culture, where we value difference and respect our colleagues helps our people to perform at their best and realise 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. We value the things that set you apart.

Beyond the job:

Life is more than work. We’re happy to look at 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, you’ll be giving back to society.

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