User Experience (Adoption Change) Manager

User Experience (Adoption Change) Senior Specialist primary focus is to drive customers\' end users behavior in order to achieve high usage of automation tools like Virtual Agent, Live Chat, Automated Password Reset tool by executing various methods of communication and user engagement techniques (gamification). User Experience (Adoption Change) Senior Specialist role is also focused on digital tools consulting in the area of end user experience, managing Customer and End Users expectations around digital tools and driving end-to-end Customer journey towards high adoption.

As User Experience (Adoption Change) Senior Specialist you will be responsible for the following activities:

• Driving Adoption / High usage of the automation tools – coordination of all communication activities including gamification, newsletters, communication content building, building and maintaining communication best practices, close interaction with the customer and its communication team


• Customer expectations management – work closely with the Customer and Transition/Transformation Manager during transition/transformation phase to identify and inform proper audience (Customer management, end users, project team, business representatives) on communication elements related to elements Capgemini introduce for the Customer


• Execute existing elements and propose new creative methods of promoting our tools in Customer environment


• Reporting - measuring and reporting on results, identifying problem areas and applying corrective action

• Self disciplined with ‘Can do’ attitude


• Effective business communication and presentation skills


• High awareness of Capgemini’s offer (digital tools awareness)


• Practical knowledge of project management methods


• Goal oriented attitude with low supervision needed


• Corporate social media awareness, marketing or communication background will be an asset

• Experience and proven tract of Client facing activities (e.g. New implementations, driving IT change, projects, coordinating communication)


• Strong presentation skills


• Understanding of Service Desk environment


• Practical knowledge of project management methods


• Excellent English language skills both verbal and written


• German will be an asset

• You will work in multinational, stable company for c.a. 100 Blue Chip Clients- known, global brands, supported by 6000 professionals in 30 languages.


• You will gain space to fulfill your ambitions and develop your career, opportunity to take part in transition projects. We operate according to Lean and Kaizen.


• You will choose your career path (experts or managers) – you will work among professionals (over 900). We will support you to gain knowledge (20 000 online trainings and in class) and get certified (e.g. ITIL, Vmware, Citrix, Oracle Database). You will have the opportunity to take part in coaching programs and develop your knowledge in experts communities.


• You will work in line with high, international work standards and you will have an opportunity to engage in CSR initiatives.


• You will be appreciated for your results and professionalism – based on clear rules of promotion. Our company applies a wide choice of perks (free private medical care for you and your family, additional life insurance). We help to keep right proportions between your work and private life (Business Parent Program).


• As a disabled person you will get professional support. We are open to provide assistive technologies for people with diverse disabilities. We care about inclusion and equal rights approach. We conduct disability awareness trainings. Join our Win with Capgemini Program for people with disabilities.