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 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. 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
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)
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