HR Self-Service Adoption Lead in London

Joining Arup's purpose, shared values and collaborative approach have set us apart for over 75 years, guiding how we shape a better world.

As part of the Fusion programme, we are implementing Oracle Cloud HCM, including the Oracle HR Helpdesk module. We are seeking a Member Experience Lead to support the transition to the new system and ways of working for all our impacted colleagues, within People Services and throughout the organisation. There will be a big shift to self‑service for all Arup members, who will be able to access help via multiple channels and benefit from a robust knowledge base, secure data handling and intelligent routing of inquiries, and it is critical that the change activities to support this shift are delivered effectively and efficiently. We anticipate this role will be a 2 year fixed‑term contract.

Key Responsibilities:

• Lead the design and delivery of the HR self‑service platform, and support the broader HR Helpdesk implementation, using Oracle HCM and integrating with Oracle HR Help Desk, ensuring a high quality, member and line manager experience.
• Own the end to end customer experience for HR self‑service, driving digital adoption, leading Oracle Guided Learning step‑by‑step guidance, help and training directly in the process for users, and digital interactions that reduce friction and demand.
• Drive continuous improvement of HR services, using data and user insight to increase self‑service adoption, and improve service performance.
• Ensure operational readiness for go live and BAU, including UAT/SRT participation, readiness assessments, cutover inputs, hypercare, and transition to steady state operations.
• Manage the working relationship with the Oracle self‑service implementation team and delivery partners to ensure value for money and successful adoption of the self‑service concept, linked into the broader Fusion programme.
• Ensure compliance, controls, and data protection across self‑service delivery, including secure access, auditability, and alignment with policy and regulatory requirements.
• Promote a mindset of continuous improvement within People Services, gathering insights from stakeholders and end users to identify opportunities for improvement, and support benefits realisation tracking and lessons learned reviews.

Required Skills And Experience:

• Experience in delivering People Services/HR Operations or Shared Services, including service design and operational leadership.
• Experience implementing or operating Oracle HCM and Oracle HR Help Desk (or comparable HR service platforms), including knowledge base and Oracle Guided Learning, linking self‑guided learning, self‑service knowledge, and human support in Helpdesk.
• Proven continuous improvement track record with quantified benefits.
• Leading change and adoption: communications, training, knowledge management, and UAT/SRT/hypercare.
• User‑centred design mindset; able to translate policy and process into simple digital journeys.
• Strong CX analytics: interpreting data to prioritise improvements and tell a compelling story.
• Ability to build strong relationships with stakeholders across all levels.
• Supplier management & commercial acumen; comfortable with scope, risk, and negotiation.
• Clear, concise written and verbal communication; excellent documentation discipline.
• Leadership: builds a high‑performing service culture (coaching, QA, calibration, recognition).
• Fosters team collaboration; embraces diversity and inclusion and actively seeks diverse perspectives.

At Arup, we care about each member’s success, so we can grow together. Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

Different People, Shared Values: Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age, gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave.