Change & User Adoption Manager

at  Transport for London

Organisation - Customers, Communication and Technology
Job - T&D Digital
Position Type - Full Time
Organisation - Customers, Communication and Technology
Job title - Change & User Adoption Manager
Position Type - Full Time
Contract Type - Permanent
Grade - Band 3
Salary - £54,000 - £57,000 per annum
Location - London and WFH.
Technology: You will be provided the technology available for your role to work in the relevant location. Reasonable adjustments for individuals are also available.
Transport for London (TfL) is seeking a highly motivated and experienced Adoption and Change Manager to join our dynamic Adoption and Change Management (ACM) team. The role sits within the wider Digital Workplace (DW) Transformation team who continually modernise and evolve the core technology our colleagues use, securely, inclusively, and sustainably.
As an Adoption & Change Manager at TfL, you’ll place people at the heart of everything you do. You will focus on ensuring that our diverse workforce, spanning various exciting areas within TfL, including ferries, depots, stations, buses, and trains, are confident with technology, eager to grow and thrive in the digital workplace, and accepting of technology change—regardless of their ability, role, or experience. You won’t leave anyone behind!
Imagine leading the adoption and change efforts on a wide range of initiatives and projects such as refreshing our laptop and mobile experiences, crafting the future of desktop environments, and transforming digital learning solutions. You’ll often engage with a variety of people, from tech-confident professionals to eager learners, ensuring everyone is fully engaged and the desired outcomes are achieved.
At TfL, you’ll be involved with an assortment of different activities, from creating innovative communication plans to being part of technology roadshows and events. This role promises a stimulating mix of challenges and opportunities, keeping you on your toes and ensuring your work is always exciting and impactful.
Join our fun and friendly ACM team to successfully drive technology change and adoption across our diverse organisation.

Qualifications and Skills:

• Experience working with Microsoft and related technology for connecting, communicating, collaborating and personal productivity.
• Proven experience in delivering adoption and change activities in a complex and fast-paced technical environment.
• Fantastic interpersonal skills – a real people person who can engage and establish relationships at various levels, navigate difficult conversations, manage conflict and can adapt your approach to entertain different points of view.
• Ability to work in the ‘grey zone’ and dealing with uncertainty
• Excellent written, verbal and presentation skills, with the ability to engage and influence stakeholders at all levels of the organisation.
• Highly driven, detail oriented with good organisational and planning skills.
• The ability to identify and evaluate options, solve problems and /or escalate on a timely basis.
• Experience working in a large and complex organisation - ideally public sector and/or a unionised environment.
• Knowledge of change management methodologies and frameworks, such as ADKAR. PROSCI certified would be an advantage.
• Degree qualification (or equivalent) in an IT-related subject would be an advantage
• Strong project management skills, with experience in planning, executing, and monitoring projects to ensure successful outcomes would be an advantage

This role will have responsibilities for the following, depending on how the work is distributed across peers within the Adoption and Change Management team:

• Develop and implement comprehensive adoption and change management strategies and plans using our TfL ACM methodology and toolkit, considering the unique needs of each initiative or project.
• Develop, support and implement actions that translate the digital maturity and inclusion strategy into desired outcomes.
• Work closely with Technology and Data teams and impacted colleagues to understand the impact of change and to identify potential barriers to adoption.
• Develop and implement strategies to continuously improve digital maturity, including the development of DW skills frameworks, regular blogs and articles, adoption surveys, DW personas, and relevant adoption plans for new technologies and ways of working.
• Support and foster a sense of community and belonging within our DW Leads and Champions network ensuring members recognise their purpose and value
• Engage with stakeholders at all levels and across the organisation, building strong relationships and influencing decision making to drive adoption.
• Continuously improve the ACM toolkits, ensuring practical ideas and learnings are fed back. Present our ACM framework strategy to build buy-in and support from key stakeholders to ensure that our strategy is effectively implemented.
• Work closely with Transport for London colleagues in their own environment, to understand how they work and suggest the right TfL technology they can leverage to collaborate, communicate and connect with others.
• Working with other specialist teams within the organisation to develop and implement exciting TfL-wide training and communication strategies that fully equip colleagues to adopt, embrace change and advance their digital skills.
• Manage and create communication content for our own channels e.g. SharePoint site and news articles, Viva engage conversations, emails, roadshows and events etc
• Monitor and evaluate the effectiveness of adoption and change efforts and make recommendations for improvements where necessary.
• Identify and where possible mitigate/resolve people change risks or issues. Escalate unresolved issues, risks and dependencies at the earliest possible opportunity.
• Stay up to date with industry trends and emerging technologies to identify new opportunities for improvement.

Qualifications and Skills:

• Experience working with Microsoft and related technology for connecting, communicating, collaborating and personal productivity.
• Proven experience in delivering adoption and change activities in a complex and fast-paced technical environment.
• Fantastic interpersonal skills – a real people person who can engage and establish relationships at various levels, navigate difficult conversations, manage conflict and can adapt your approach to entertain different points of view.
• Ability to work in the ‘grey zone’ and dealing with uncertainty
• Excellent written, verbal and presentation skills, with the ability to engage and influence stakeholders at all levels of the organisation.
• Highly driven, detail oriented with good organisational and planning skills.
• The ability to identify and evaluate options, solve problems and /or escalate on a timely basis.
• Experience working in a large and complex organisation - ideally public sector and/or a unionised environment.
• Knowledge of change management methodologies and frameworks, such as ADKAR. PROSCI certified would be an advantage.
• Degree qualification (or equivalent) in an IT-related subject would be an advantage
• Strong project management skills, with experience in planning, executing, and monitoring projects to ensure successful outcomes would be an advantage.

We are committed to equality, diversity and inclusion. We want to represent the city we serve, which will help us become a more innovative and efficient organisation. Our goal is to make our recruitment as inclusive as possible. We are a disability confident employer who guarantee an interview to any disabled candidate who meets all of the essential criteria. We also use anonymising software that removes identifying information from CVs and cover letters to make the process fair.