AI Strategy & Adoption

The Technology Change and Adoption Specialist is responsible for helping BT colleagues adopt new and changing digital workplace capabilities, ensuring technology changes translate into practical, sustained improvements in how people work.

The role develops and delivers change and adoption activity across three priority areas:
Microsoft 365, including Office 365, Microsoft Copilot and Power Platform;
Service Now, including new platform features and Now Assist; and colleague security, with an initial emphasis on passwordless ways of working.

Working across product, platform, security, service management, communications, learning and business teams, the role will turn technical change into clear colleague journeys, targeted engagement and effective enablement. It will support both planned releases and evolving roadmaps, with priorities adapting as BT's technology estate changes.

Success means colleagues understand what is changing, why it matters, what they need to do and where to get support. Adoption will be measured through usage, readiness, feedback and business outcomes, rather than technology deployment alone.

Define and deliver change and adoption plans

• Create proportionate change and adoption plans for new capabilities, releases and policy changes.
• Assess colleague impact, readiness, dependencies and risks across affected business areas.
• Align communications, learning, engagement and support activity to release and deployment plans.

• Lead adoption activity for Microsoft 365, including Office 365, Microsoft Copilot and Power Platform.
• Translate new features and service changes into clear guidance, relevant use cases and practical colleague benefits.
• Support responsible adoption of productivity, automation and AI‑enabled capabilities across different colleague groups.

• Plan and deliver colleague adoption for Service Now enhancements, new features and Now Assist capabilities.
• Work with service owners and delivery teams to define process impacts, user journeys and targeted enablement.
• Use colleague feedback and service insight to improve communications, learning and the in‑life experience.

• Lead colleague change and adoption for security initiatives, with an initial focus on passwordless authentication.
• Make security changes simple to understand and act on, explaining both colleague benefits and required behaviours.
• Partner with Security, Identity, Service Desk and business teams to identify friction, improve readiness and support safe adoption.

• Define success measures covering awareness, readiness, usage, behaviour, experience and business outcomes.
• Use data, service insight and colleague feedback to identify adoption barriers and adjust the approach.
• Provide clear reporting on progress, risks, lessons and recommended interventions.

• Develop reusable playbooks, communications and learning assets that can be applied across technology changes.
• Build effective relationships with change leads, champions and communities across BT.
• Act as the voice of colleagues, feeding usability, process, training and policy issues back to product and platform teams.

• Proven experience delivering large-scale change, adoption, or digital transformation programmes within complex organisations.

• Experience driving adoption of workplace technology, SaaS platforms, service management tools, or cyber/security-related change, including assessing impacts, readiness, risks, and stakeholder requirements.

• Ability…