Change & Adoption Lead (fixed-term)

Sophos
Romania
Workplace: RemoteContractFunction: Administration & Executive AssistanceSkills: ["Influencing","Stakeholder management","Facilitation","Communication","Data-driven decision making"]

Own the end-to-end IT service customer experience by mapping journeys, identifying friction, and driving measurable improvements in user satisfaction and productivity. Develop CX metrics, dashboards, and feedback loops; facilitate focus groups, workshops, and training to accelerate technology adoption. Partner with business and IT stakeholders to influence service design decisions, build ROI-focused business cases, and implement process improvements aligned to ITIL and self-service best practices.

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FursaFursa
Sophos
Sophos
2 days ago

Change & Adoption Lead (fixed-term)

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Source: Company careers pageValidated by: Fursa AI
Last checked: 3 hours agoStatus: Live

Job Summary

Own the end-to-end IT service customer experience by mapping journeys, identifying friction, and driving measurable improvements in user satisfaction and productivity. Develop CX metrics, dashboards, and feedback loops; facilitate focus groups, workshops, and training to accelerate technology adoption. Partner with business and IT stakeholders to influence service design decisions, build ROI-focused business cases, and implement process improvements aligned to ITIL and self-service best practices.
Location: Romania
Workplace: Remote
Employment Type: Contract
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Own the end-to-end IT service customer experience by mapping user journeys, identifying friction points, and improving employee productivity.
  • •Develop and implement customer experience metrics, dashboards, and feedback mechanisms to drive continuous service improvement.
  • •Create communications and training materials, and facilitate virtual and in-person sessions to accelerate technology adoption.
  • •Translate employee feedback into actionable recommendations, build trusted relationships with stakeholders, and present ROI-focused insights to leadership.
  • •Identify and prioritize service improvement opportunities, develop business cases, and collaborate to design and implement automation and self-service capabilities.

Pay and Benefits

Perks:Remote Work

Key Requirements

  • •Demonstrated success leading organization-wide technology adoption programs in global enterprises with 1,000+ employees.
  • •Track record mapping customer journeys, using user personas, and driving measurable improvements in user satisfaction (CSAT/NPS).
  • •Exceptional ability to create multi-channel communication campaigns and training content for technical and non-technical audiences.
  • •Proven ability to influence without authority and build consensus across IT and business stakeholders at all levels.
  • •Experience driving process transformation, including documenting current vs. future state and managing change resistance.
Skills:InfluencingStakeholder managementFacilitationCommunicationData-driven decision making
Tech Stack:Power BITableauITIL

Eligibility

Work Authorization:Authorization required. Sponsorship not provided.

Company Brief

Sophos
Provides enterprise cybersecurity software and services including endpoint protection, network security, cloud security, encryption, and managed threat response to protect organizations from advanced threats and ransomware.
Industry: Cybersecurity
Company Size: Enterprise (1,001+ employees)
Revenue: USD 500M to 1B
Growth: Established Company
Valuation: Unicorn (USD 1B+)
Funding: Private Equity Backed
Headquarters: Abingdon, United Kingdom
Founded: 1985
WebsiteLinkedIn