Digital Adoption Platform Success - Manager

Job Description:

Job Summary:
We are seeking a seasoned professional with 6-7 years of experience in managing Digital Adoption Platform team at
Manager level and work along with 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 maximizing 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.
Key Responsibilities:
 Content Creation: Develop high-quality, engaging informative digital content including tutorials, guides (some role
specific), and walkthroughs to support users in navigating our software platforms, leveraging pre-existing content and
knowledge from software SME’s.
 User Experience Enhancement via Web Analytics: 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.
Leverage PowerBI to analyse and visualize data, providing actionable insights to enhance user experience and
adoption strategies.
 Training and Support: Conduct regular training sessions and provide ongoing support to a small community of
Digital Adoption Product content creators to ensure proficiency (including live demos, webinars and hands-on
workshops). Provide continuous support [through a dedicated helpdesk or support team] to address any issues or
questions users may have.
 Superuser of VisualSP: Become an expert in using VisualSP to create and manage digital adoption content.
 Supplier management: Manage and lead the relationship with the vendor via their own customer success team.
 Feedback Loop: Implement feedback loops and gather and analyze user feedback to inform future content creation
and process improvements.
 Performance Metrics: Monitor and report on the effectiveness of digital adoption initiatives, using data to drive
continuous improvement.

Job Description

Key skills:
 Communication: Excellent verbal and written communication skills.
 Analytical Skills: Ability to analyze user feedback and performance metrics to drive improvements.
 Stakeholder management: 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.
 Problem-Solving: Strong problem-solving skills and a proactive approach to addressing user needs.
Preferred Qualifications:
 Experience: Proven experience in digital adoption, product success, or a related field.
 Technical Skills: Proficiency with VisualSP, Microsoft Clarity, PowerBI, and other digital adoption tools.
 Knowledge of user experience (UX) design principles
Why Join Us:
 Innovative Environment: Be part of a forward-thinking company that values innovation and creativity.
 Professional Growth: Opportunities for professional development and career advancement.
 Collaborative Culture: Work in a supportive and collaborative team environment.
 Impactful Work: Make a significant impact on the user experience and success of our digital tools.