The Change & Adoption Associate drives IT service experience transformation by managing customer journeys, developing change strategies, creating training materials, and enhancing technology adoption across the organization.
About Us
Sophos is a global leader and innovator of advanced security solutions for defeating cyberattacks. The company acquired Secureworks in February 2025, bringing together two pioneers that have redefined the cybersecurity industry with their innovative, native AI-optimized services, technologies and products. Sophos is now the largest pure-play Managed Detection and Response (MDR) provider, supporting more than 28,000 organizations. In addition to MDR and other services, Sophos’ complete portfolio includes industry-leading endpoint, network, email, and cloud security that interoperate and adapt to defend through the Sophos Central platform. Secureworks provides the innovative, market-leading Taegis XDR/MDR, identity threat detection and response (ITDR), next-gen SIEM capabilities, managed risk, and a comprehensive set of advisory services. Sophos sells all these solutions through reseller partners, Managed Service Providers (MSPs) and Managed Security Service Providers (MSSPs) worldwide, defending more than 600,000 organizations worldwide from phishing, ransomware, data theft, other every day and state-sponsored cybercrimes. The solutions are powered by historical and real-time threat intelligence from Sophos X-Ops and the newly added Counter Threat Unit (CTU). Sophos is headquartered in Oxford, U.K. More information is available at www.sophos.com.
Role Summary
The Change & Adoption Associate 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.
What You Will Do
- 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
- 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
- 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
- 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
Customer Experience & Journey Design
Change Management & Adoption
Stakeholder Engagement & Influence
Process Improvement & Innovation
What You Will Bring
- Change Management & Adoption: Demonstrated success leading organization-wide technology adoption programs, preferably in global enterprises with 1,000+ employees
- Microsoft Copilot or AI Tool Deployment: Hands-on experience deploying Microsoft 365 Copilot, enterprise AI tools, or similar productivity-enhancing technologies, including development of training materials and measuring adoption metrics
- 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
- Data-Driven Decision Making: Proficiency with analytics tools (Power BI, Tableau, etc.) to develop dashboards, identify trends, and present actionable insights to leadership
- Facilitation & Training: Comfortable hosting workshops, focus groups, and training sessions both virtually and in-person with groups ranging from 5-100+ participants
- ITSM & Self-Service: Understanding of IT service management principles and experience implementing self-service technologies and knowledge management solutions
- Business Case Development: Ability to build compelling business cases that articulate ROI, productivity gains, and strategic value of technology investments
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Ready to Join Us?
At Sophos, we believe in the power of diverse perspectives to fuel innovation. Research shows that candidates sometimes hesitate to apply if they don't check every box in a job description. We challenge that notion. Your unique experiences and skills might be exactly what we need to enhance our team. Don't let a checklist hold you back – we encourage you to apply.
What's Great About Sophos?
· Sophos operates a remote-first working model, making remote work the primary option for most employees. However, some roles may necessitate a hybrid approach. While we are a remote first organization, applicants must have legal authorization to work in the jurisdiction where the position is posted, without requiring employer sponsorship.
· Our people – we innovate and create, all of which are accompanied by a great sense of fun and team spirit
· Employee-led diversity and inclusion networks that build community and provide education and advocacy
· Annual charity and fundraising initiatives and volunteer days for employees to support local communities
· Global employee sustainability initiatives to reduce our environmental footprint
· Global fitness and trivia competitions to keep our bodies and minds sharp
· Global wellbeing days for employees to relax and recharge
· Monthly wellbeing webinars and training to support employee health and wellbeing
Our Commitment To You
We’re proud of the diverse and inclusive environment we have at Sophos, and we’re committed to ensuring equality of opportunity. We believe that diversity, combined with excellence, builds a better Sophos, so we encourage applicants who can contribute to the diversity of our team. All applicants will be treated in a fair and equal manner and in accordance with the law regardless of gender, sex, gender reassignment, marital status, race, religion or belief, color, age, military veteran status, disability, pregnancy, maternity or sexual orientation. We want to give you every opportunity to show us your best self, so if there are any adjustments we could make to the recruitment and selection process to support you, please let us know.
Data Protection
If you choose to explore an opportunity, and subsequently share your CV or other personal details with Sophos, these details will be held by Sophos for 12 months in accordance with our Privacy Policy and used by our recruitment team to contact you regarding this or other relevant opportunities at Sophos. If you would like Sophos to delete or update your details at any time, please follow the steps set out in the Privacy Policy describing your individual rights. For more information on Sophos’ data protection practices, please consult our Privacy Policy Cybersecurity as a Service Delivered | Sophos
Top Skills
Microsoft 365 Copilot
Power BI
Tableau
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