Digital Adoption & UX Manager

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. Worldwide, we bring diverse experiences to our clients—delivering a better, more personalized, proactive, and agile service.

We are seeking a highly skilled, proactive, and motivated Digital Adoption & UX Manager to join our Customer Success team within the Digital, Data, and Technology division. This role is key to enhancing the end-user experience across our software portfolio, ensuring successful adoption of digital tools that maximize investment value and improve user experience. The role will serve as the product owner for our digital adoption platform, VisualSP, leading content creation and walkthrough development for our software platforms. The ideal candidate will be proactive, able to work independently, and collaborate effectively with diverse stakeholders.

As a Digital Adoption & UX Manager in our Digital, Data, and Technology team, you will:

• Be a superuser of VisualSP, with strong knowledge of its features to lead digital adoption content creation and management.
• Implement feedback mechanisms, analyze user feedback, and use insights to improve content and processes.
• Create high-quality, engaging digital content such as tutorials, guides, and walkthroughs to support user navigation of our platforms, leveraging existing content and SME expertise.
• Utilize tools like Microsoft Clarity and PowerBI to monitor usage metrics, understand user behavior, and enhance digital adoption strategies.
• Identify pain points and continuously improve the user experience through effective digital adoption initiatives.
• Conduct training sessions and provide ongoing support to a community of content creators, including live demos and workshops.
• Offer continuous user support via helpdesk or support teams.
• Manage relationships with vendors and their customer success teams.
• Monitor and report on the effectiveness of digital adoption efforts, using data-driven insights for ongoing improvement.

Joining us as a Digital Adoption & UX Manager, the minimum criteria include:

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

Preferred skills include:

• Proficiency with Microsoft Clarity, PowerBI, and other digital tools.
• Team management experience.
• Excellent communication skills.
• Ability to collaborate across teams and with vendors.
• Strong problem-solving skills and proactive user support approach.

Our culture values uniqueness, contribution, and diversity. We foster an inclusive environment where everyone’s perspective is valued, enabling you to bring your whole self to work and pursue passions both inside and outside of work. We believe life extends beyond work. We offer flexible working options to help balance your professional and personal life. The impact of your work will extend beyond your role—whether through secondments, charity initiatives, or supporting entrepreneurs worldwide. Our core values—purposeful drive, curiosity, candor, and kindness—guide us in doing the right thing. We seek individuals eager to contribute, innovate, and exceed expectations—people proud to do what’s right for the firm, clients, colleagues, and themselves.

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