Location: UK Remote with travel to client sitesReports to: Customer Success DirectorDepartment: Customer SuccessEmployment Type: Full-time
About EBO
EBO is a pioneer in conversational AI, delivering solutions that transform patient engagement, streamline operational efficiency and enhance healthcare outcomes. With a growing international footprint, EBO’s AI-driven solutions integrate with healthcare systems and workflows to help organisations improve access, experience and service efficiency.
Role Overview
We are seeking a Transformation & Adoption Lead to help healthcare organisations turn the implementation and expansion of EBO solutions into meaningful service change, sustained adoption and measurable improvement. We welcome applications from both clinical and non-clinical professionals.
This is a hands-on, customer-facing role focused on organisational change management, stakeholder engagement, service improvement, adoption and optimisation. Workflow redesign forms part of the role where needed; the priority is helping services successfully introduce and sustain new ways of working.
The successful candidate will lead transformation and adoption activity across an allocated portfolio of healthcare clients, supporting change from initial deployment through to wider organisational rollout and long-term use.
Working with operational, clinical, digital, administrative and service teams, the postholder will identify the people, processes and organisational changes needed for successful deployment. Some solutions require detailed workflow redesign; others need proportionate engagement, training and optimisation. The approach must reflect the customer and the solution rather than assume the same level of transformation for every deployment.
The role has two primary areas of accountability:
Service Transformation and Change
Helping customers plan, manage and embed changes to service delivery, including workflow and pathway redesign where this adds value, so EBO solutions improve efficiency, experience and operational performance.
Adoption and Optimisation
Supporting sustained staff, service and patient use through targeted engagement, communications, training, local ownership, monitoring and continual optimisation after go-live.
The Transformation & Adoption Lead will act as the principal day-to-day Customer Success contact for transformation and adoption activity across their allocated portfolio.
The Customer Success Director retains ownership of executive customer relationships, strategic
Transformation & Adoption Lead in London employer: EBO
EBO is an attractive employer due to its focus on transformational change within the healthcare sector, offering employees the opportunity to make a meaningful impact on patient engagement and operational efficiency. The company promotes a collaborative work culture that values both clinical and non-clinical expertise, providing avenues for professional growth and development. With a commitment to innovation in conversational AI, EBO supports its team members in driving sustainable improvements in healthcare services.
