Change & Adoption Lead (fixed-term)

**About Us** Sophos is a cybersecurity leader defending 600,000 organizations globally with an AI-driven platform and expert-led services. Sophos meets organizations wherever they are in their security maturity and grows with them to defeat cyberattacks. Its solutions combine machine learning, automation, and real-time threat intelligence with frontline human expertise from Sophos X-Ops to deliver advanced, 24/7 threat monitoring, detection, and response. Sophos offers industry-leading managed detection and response (MDR) alongside a comprehensive portfolio of cybersecurity technologies — including endpoint, network, email, and cloud security, extended detection and response (XDR), identity threat detection and response (ITDR), and next-gen SIEM. Together with expert advisory services, these capabilities help organizations proactively reduce risk and respond faster, with the visibility and scalability needed to stay ahead of evolving threats. Sophos goes to market with a global partner ecosystem, including Managed Service Providers (MSPs), Managed Security Service Providers (MSSPs), resellers and distributors, marketplace integrations, and cyber risk partners, giving organizations the flexibility to choose trusted relationships when securing their business. Sophos is headquartered in Oxford, U.K. More information is available at [](https://www.sophos.com). 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 organisation. 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 ### 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