Change & Adoption Lead (fixed-term) in Oxford

About the Role

The Change & Adoption Lead will be the primary driver of IT service experience transformation, acting as the critical interlock between IT Service & Operations and Sophos' 5,500 employees globally. This role owns the end‑to‑end customer journey for IT services, championing user‑centred design, driving technology adoption, and embedding continuous improvement practices across the organization. The successful candidate will develop and execute change‑management strategies, build compelling communication campaigns, and facilitate employee engagement to ensure seamless adoption of new technologies, processes, and ways of working that enhance productivity and employee satisfaction.

Customer Experience & Journey Design

• Own the end‑to‑end IT service customer experience, mapping user journeys and identifying friction points that impact employee productivity.
• Develop and implement customer experience metrics, dashboards, and feedback mechanisms to drive continuous service improvement.
• Host regular end‑user focus groups, listening sessions, and workshops to gather insights and co‑create solutions with the business.
• Design and manage customer experience improvement initiatives from ideation through implementation and measurement.

Change Management & Adoption

• Develop compelling communications campaigns that drive awareness, understanding, and adoption across diverse employee populations.
• Create engaging training materials, user guides, self‑service resources, and enablement content tailored to different user personas.
• Facilitate virtual and onsite training sessions, drop‑in clinics, and hands‑on workshops to accelerate technology adoption.

Stakeholder Engagement & Influence

• Serve as the voice of the employee, translating user feedback into actionable improvement recommendations for IT leadership.
• Build trusted relationships with business unit leaders, resolving teams, and key stakeholders to drive collaboration and alignment.
• Present data‑driven insights, trend analysis, and business cases to leadership that demonstrate ROI and business value.
• Influence service design decisions by advocating for user needs and industry best practices.

Process Improvement & Innovation

• Identify and prioritize service improvement opportunities through data analysis, user feedback, and industry benchmarking.
• Develop business cases including investment requirements, expected returns, and benefit realization plans.
• Collaborate with process owners, knowledge management, and engineering teams to design and implement automation opportunities.
• Drive adoption of best‑in‑class tooling, processes, and self‑service capabilities aligned to ITIL and industry standards.

Required Experience

• Change Management & Adoption: Demonstrated success leading organization‑wide technology adoption programs, preferably in global enterprises with 1,000+ employees.
• Customer Experience Design: Track record of mapping customer journeys, implementing user personas, and driving measurable improvements in user satisfaction (CSAT/NPS).
• Communication & Enablement: Exceptional ability to create engaging, multi‑channel communication campaigns and training content for technical and non‑technical audiences.
• Stakeholder Influence: Proven ability to influence without authority, building consensus across IT and business stakeholders at all organizational levels.
• Process Transformation: Experience driving process change initiatives, documenting current vs. future state, and managing change resistance.
• Data‑Driven Decision Making: Proficiency with analytics tools (Power BI, Tableau, etc.) to develop dashboards, identify trends, and present actionable insights to leadership.
• Facilitation & Training: Comfortable hosting workshops, focus groups, and training sessions both virtually and in‑person with groups ranging from 5‑100+ participants.
• ITSM & Self‑Service: Understanding of IT service management principles and experience implementing self‑service technologies and knowledge management solutions.
• Business Case Development: Ability to build compelling business cases that articulate ROI, productivity gains, and strategic value of technology investments.

Equal Opportunity Statement

We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.