Transformation & Adoption Lead

Location:

UK Remote with travel to client sites

Reports to:

Customer Success Director
Department:
Customer Success

Employment Type:

Full-time

EBO is a pioneer in conversational AI, delivering solutions that transform patient engagement, streamline operational efficiency and enhance healthcare outcomes. With a growing international footprint, EBO’s AI-driven solutions integrate with healthcare systems and workflows to help organisations improve access, experience and service efficiency.

We are seeking a Transformation & Adoption Lead to help healthcare organisations turn the implementation and expansion of EBO solutions into meaningful service change, sustained adoption and measurable improvement. We welcome applications from both clinical and non-clinical professionals.

This is a hands-on, customer-facing role focused on organisational change management, stakeholder engagement, service improvement, adoption and optimisation. Workflow redesign forms part of the role where needed; the priority is helping services successfully introduce and sustain new ways of working.

The successful candidate will lead transformation and adoption activity across an allocated portfolio of healthcare clients, supporting change from initial deployment through to wider organisational rollout and long-term use.

Working with operational, clinical, digital, administrative and service teams, the postholder will identify the people, processes and organisational changes needed for successful deployment. Some solutions require detailed workflow redesign; others need proportionate engagement, training and optimisation. The approach must reflect the customer and the solution rather than assume the same level of transformation for every deployment.

The role has two primary areas of accountability:

Helping customers plan, manage and embed changes to service delivery, including workflow and pathway redesign where this adds value, so EBO solutions improve efficiency, experience and operational performance.

Supporting sustained staff, service and patient use through targeted engagement, communications, training, local ownership, monitoring and continual optimisation after go-live.

The Transformation & Adoption Lead will act as the principal day-to-day Customer Success contact for transformation and adoption activity across their allocated portfolio.

The Customer Success Director retains ownership of executive customer relationships, strategic account direction, material escalation, renewal, commercial growth and overall portfolio strategy.

The Transformation & Adoption Lead will work closely with the Head of Transformation
, who owns the wider transformation methodology, standards and approach across EBO. The Transformation & Adoption Lead is responsible for applying that approach within allocated customer accounts and leading transformation activity through to practical implementation.

The role will also work closely with Delivery, Product, Support, Benefits and designated Clinical and Clinical Safety colleagues. It is open to both clinical and non-clinical backgrounds.

• Work with healthcare teams to understand service priorities, organisational readiness, existing processes, patient journeys and practical barriers to change.
• Plan and facilitate change-readiness, process-mapping or current-state workshops where they are needed to inform effective deployment and adoption.
• Identify operational pain points, duplication, unnecessary manual work, variation, hand-off issues and barriers to adoption or wider rollout.
• Lead the co-design of future-state ways of working and operational processes where required, involving relevant clinical colleagues when patient pathways or clinical workflows are affected.
• Help clients move beyond simply digitising existing processes and identify opportunities for genuine service redesign, simplification, automation and greater patient self-service.
• Support healthcare teams to implement and embed agreed operating procedures and new ways of working, including across multiple sites or services where appropriate.
• Ensure transformation requirements and operational dependencies are identified early and communicated clearly to the relevant EBO and customer teams.
• Maintain ownership of transformation and change actions, making sure they lead to real operational change rather than remaining workshop outputs.