Description
We're seeking a Director of BT Change Enablement and User Experience (UX) to lead the strategy and execution of change management and user experience practices across our technology initiatives.
This leader will unify change enablement and user experience into a single, cohesive function, ensuring that every technology investment is evaluated and delivered through the lens of the end-to-end Workmate experience.
Key Responsibilities
- Lead change enablement and user experience as one integrated function, ensuring consistent strategy, governance, and prioritization across both.
- Own the end-to-end Workmate experience perspective for all major BT-led technology programs.
- Establish a shared operating model, roadmap, and success metrics that connect change management milestones with UX quality and satisfaction indicators.
- Ensure decisions in one discipline are made with full visibility into the other.
Change Enablement Strategy & Execution
- Partner with program and project leaders to assess change impacts, build stakeholder readiness plans, and drive adoption across the organization.
- Develop and lead communication plans, training strategies, and organizational readiness assessments for large-scale technology rollouts.
- Define and track adoption metrics and success criteria to measure the effectiveness of change initiatives.
User Experience Leadership
- Set the vision and standards for user experience (UX) across internal business technology platforms and tools.
- Lead UX research, journey mapping, and usability testing to ensure technology solutions meet the real needs of Workmates.
- Collaborate with product owners, engineering, and design teams to embed user-centered design principles into the technology delivery lifecycle.
Leadership & Stakeholder Management
- Build, mentor, and lead a combined team of change management and UX professionals operating as a single function.
- Serve as a trusted advisor to senior BT and business leadership on change readiness, risk, and user experience strategy.
Governance & Continuous Improvement
- Establish scalable, unified change management and UX methodologies, tools, and playbooks for use across the BT organization.
- Monitor industry trends and best practices in organizational change management and enterprise UX, incorporating them into internal practices.
What Success Looks Like
- Change enablement and UX operate as one seamless function with shared goals.
- Technology programs achieve high user adoption rates and measurable business value post-launch.
- Workmates experience smoother transitions during major system and process changes, paired with intuitive, well-designed tools.
About You
- 10+ years of experience in change management, organizational effectiveness, or user experience, with at least 5 years in a leadership role.
- Bachelor's degree in a relevant field (Business, Organizational Development, HR, Design, or related).