More than you expected

The UK member firms of Grant Thornton are part of a global network of independent audit, tax, and advisory firms, comprising over 76,000 professionals in more than 150 countries. We are a team of independent thinkers who prioritize quality, inclusion, and integrity. Globally, we offer our clients diverse experiences and a better service—personal, proactive, and agile. That’s Grant Thornton.

Job Description:

Digital Adoption & UX Manager

Location: Flexible, hybrid working available within GTUK

NEW GROUND WON’T BREAK ITSELF.

Every day, our teams help businesses and communities do what is right and achieve their goals.

We are seeking a highly skilled, proactive, and motivated Digital Adoption & UX Manager to join our growing Customer Success team within the Digital, Data, and Technology function. This role is key to enhancing the end-user experience across our software portfolio, ensuring successful adoption of our digital tools, which are vital for maximizing our investments and continuously improving user experience. The role will serve as the product owner of our digital adoption platform, VisualSP, leading the creation of engaging content and walkthroughs for our software platforms. The ideal candidate will be proactive, able to work independently with minimal supervision, and collaborate effectively with diverse stakeholders.

Role Overview:

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

• Be a superuser of VisualSP, with strong knowledge of its capabilities to lead discussions on digital adoption content creation and management.
• Implement feedback mechanisms, gather and analyze user feedback to inform content development and process enhancements.
• Create high-quality, engaging digital content such as tutorials, guides, and walkthroughs to assist users in navigating our software, leveraging existing content and SME knowledge.
• Utilize tools like Microsoft Clarity and PowerBI to analyze usage metrics, understand user behavior, and improve digital adoption strategies.
• Identify pain points and continually enhance the end-user experience through effective digital adoption initiatives.
• Conduct regular training sessions and provide ongoing support to a small community of content creators, including live demos and workshops. Offer continuous support via helpdesk or support teams to resolve user issues.
• Manage relationships with vendors through their customer success teams.
• Monitor and report on the effectiveness of digital adoption efforts, using data to drive ongoing improvements.

Candidate Profile:

Minimum criteria include:

• Proficiency with VisualSP or similar digital adoption platforms
• Experience in digital adoption, product success, or related fields
• Knowledge of UX design principles
• Ability to analyze feedback and metrics to foster improvements

Preferred skills include:

• Proficiency with Microsoft Clarity, PowerBI, and other digital tools
• Team management experience
• Excellent communication skills
• Collaborative approach with cross-functional teams and stakeholders
• Strong problem-solving skills and proactive user support

Why Join Us:

At Grant Thornton, we celebrate diversity and foster an inclusive culture that values difference and respects colleagues. We support our people to perform at their best by allowing them to bring their whole selves to work and pursue passions both inside and outside of work.

Beyond work, we care about your life outside the office. We offer flexible working options and encourage a healthy work-life balance. Your impact will extend beyond your role—through secondments, charity work, or supporting entrepreneurs worldwide. Our values—purposefully driven, actively curious, and candid but kind—guide everything we do.

We seek individuals eager to contribute, innovate, and exceed expectations. Join us in doing what’s right—for our firm, clients, people, and yourself.

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