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Principle Accountabilities

Develop and execute user adoption strategies and change management plans aligned to each digitization initiative – for internal back office and external customer facing initiative.

Lead change impact assessments, stakeholder mapping, and readiness evaluations across subsidiaries.

Work closely with communication teams to deliver timely, targeted messaging and engagement content.

Serve as the key liaison between the tribe and end-users across all subsidiaries (bank, property, insurance, foundation).

Facilitate engagement forums (demos, roadshows, feedback sessions) to ensure user concerns and insights are captured and addressed.

Coordinate communication campaigns to build awareness and excitement around new digital capabilities.

Coordinate development and delivery of end-user training, job aids, and user guides tailored to subsidiary-specific operations.

Work with HR and Learning & Development to integrate digital capability-building into training calendars.

Track training effectiveness and iterate based on user feedback.

Establish feedback loops post-deployment to gather user insights, adoption bottlenecks, and improvement suggestions.

Collaborate with Product Owners, Designers, and Engineers to translate feedback into iterative enhancements.

Monitor and report adoption metrics and KPIs regularly to the Tribe Lead and Innovation Council.

Understand operational nuances of each subsidiary and adapt rollout plans accordingly.

Partner with subsidiary champions to promote on-ground adoption and monitor success.

Key Competencies and Skills

Change Management Expertise -Manages resistance and fosters a culture of innovation and continuous improvement.

Digital Fluency -Can articulate the value and practical application of digital solutions to end users.

User-Centered Communication -Engages diverse stakeholders through targeted messaging, training, and updates.

Stakeholder Engagement and Influence -Builds strong relationships with business users, leadership, and technical teams.

Analytical Thinking -Identifies adoption gaps and proposes data-driven interventions.

Process Orientation -Helps users visualize how digital workflows integrate into daily operations.

Problem-Solving and Agility -Anticipates user challenges and proactively offers solutions.

Strong communication and interpersonal skills

Minimum Qualifications, Knowledge and Experience

Bachelor’s degree in Business, Information Technology, Communication, or a related field.

Professional certification in Change Management (e.g., PROSCI) or Agile is an added advantage.

7+ years of experience in user adoption, change management, or project implementation within digital or transformation programs.

Experience working across multiple business units or subsidiaries in a group or matrixed organization.