[Hiring] Change & Adoption Lead @Sophos

Role Description

The Change & Adoption Lead will be the primary driver of IT service experience transformation, acting as the critical interlock between IT Service & Operations and our 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 be responsible for developing and executing change management strategies, building compelling communication campaigns, and facilitating employee engagement to ensure seamless adoption of new technologies, processes, and ways of working that enhance productivity and employee satisfaction.

Day-to-day responsibilities

• 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.

Qualifications

• 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.

Benefits

• Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach.
• Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit.
• Employee-led diversity and inclusion networks that build community and provide education and advocacy.
• Annual charity and fundraising initiatives and volunteer days for employees to support local communities.
• Global employee sustainability initiatives to reduce our environmental footprint.
• Global fitness and trivia competitions to keep our bodies and minds sharp.
• Global wellbeing days for employees to relax and recharge.
• Monthly wellbeing webinars and training to support employee health and wellbeing.