UX & Change Management Lead Persona Journeys & Adoption

We are looking for a highly collaborative and human-centered professional to lead adoption and change management initiatives for a large-scale Enterprise Service Management (ESM) transformation. In this role, you will help drive user adoption of a unified ESM platform by transforming complex operational decisions into intuitive employee experiences and impactful organizational change strategies.

Key Responsibilities:

Develop persona profiles for Leaders, Fulfiller Agents, and End Users Create service journey maps using Figma and Miro Gather and synthesize stakeholder pain points into actionable UX insights Partner with leadership teams to create executive summaries, communication plans, and change enablement materials Ensure process designs align seamlessly with Employee Center / Portal experiences Drive alignment across siloed teams through empathetic communication and enterprise-wide vision

Required Experience:

Human-Centered Design (HCD) Organizational Change Management (OCM) Journey Mapping & Persona Development Figma / Miro expertise Enterprise Service Management transformation experience preferred Strong stakeholder engagement and communication skills