Job DescriptionThe UX & Digital Adoption Manager within the Experience Management Office (XMO) is responsible for driving user-centric improvements and ensuring the successful adoption of experience and digital workplace initiatives. This role combines User Experience (UX) leadership, Digital Adoption, and Change Management practices to ensure that experience improvements are not only well designed but also effectively adopted, utilized, and sustained by end users.Key Responsibilities Lead UX and Digital Adoption activities across the Experience Management Office (XMO). Define and oversee UX research methodologies and adoption frameworks across Service Desk and Digital Workplace services. Conduct and coordinate UX research activities, including: User personas User journey mapping Surveys Focus groups Usability testing Translate UX insights and user feedback into actionable experience improvement initiatives. Develop and execute digital adoption and organizational change strategies for experience-related initiatives. Design and manage communication, training, engagement, and awareness plans. Apply Organizational Change Management (OCM) methodologies, including ADKAR principles. Lead adoption campaigns through communication waves, training programs, user engagement activities, and gamification initiatives. Collaborate closely with Experience Managers, Data Analysts, DEM Tool SMEs, Automation Teams, and other stakeholders. Monitor adoption performance, user engagement, and experience outcomes using qualitative and quantitative metrics. Present UX findings, adoption progress, and business outcomes to stakeholders and clients. Drive continuous improvement initiatives based on user feedback, behavioral insights, and adoption data. Support the development of a user-centric culture across digital workplace and service management functions.