Digital Adoption & UX Manager

The UK member firms of Grant Thornton are part of a global network of independent audit, tax and advisory firms, made up of some 76,000 in over 150 countries. We are a team of independent thinkers who put quality, inclusion and integrity first. All around the world we bring a different experience to our clients. A better experience. One that delivers the expertise they need in a way that goes beyond. Personal, proactive, and agile. That’s Grant Thornton.

We are seeking a highly skilled, proactive and motivated Digital Adoption & UX Manager to join our growing Customer Success team within our Digital, Data and Technology function. This role is crucial in enhancing the end-user experience across our software portfolio, ensuring the successful adoption of our digital tools, which are both key to us maximising the value of our investments and continuously improving our user experience.

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 a proactive individual who can take initiative and work independently with minimal supervision, collaborating effectively with a diverse range of stakeholders.

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

• Be a 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, leveraging pre-existing content and knowledge from software SMEs.
• 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 to ensure proficiency (including live demos and hands-on workshops).
• Provide continuous support through a dedicated helpdesk or support team 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.

Joining us as a Digital Adoption & UX Manager the minimum criteria you’ll need is:

• 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, but don’t worry if you don’t tick every box, we’ll help you develop along the way:

• 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 to ensure the content is accurate, relevant, and valuable to users.
• Strong problem-solving skills and a proactive approach to addressing user needs.

Embracing uniqueness, the culture at Grant Thornton thrives on the contributions of all our people. We never settle for what is easy; we look beyond to deliver the right thing, for everyone. Building an inclusive culture, where we value difference and respect our colleagues helps our people to perform at the best of their ability 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. The things that set you apart, we value them. That’s why we give you the freedom to bring your whole self to work and pursue your passions inside and outside of work.

Life is more than work. The things you do, and the people you’re with outside of work matter, that’s why 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, or investing in entrepreneurs in the developing world, you’ll be giving back to society.

It’s that drive to do the right thing that runs through our every move, grounded in our firm’s values – purposefully driven, actively curious and candid but kind. 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.

Apply. Insert a link to the application page on our careers site.