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Change Adoption Manager

Premium Job From Freshfields
Recruiter: Freshfields
Listed on: 26th July
Location: Manchester
Salary Notes: Negotiable
Type: Permanent
Start Date: ASAP

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Role summary/purpose of job

Much of the early transformation activity focused on fixing foundational technology requiring little change adoption by users. Now two years into Digital Transformation, the balance of investment has shifted to user-facing technology, and the 21/22 Change Portfolio (and years beyond) will have a high impact on colleagues requiring some fundamental shifts in the usual ways of working. Effective change adoption is key to delivering planned benefits and driving desired busines outcomes - both financial and modernising ways of working to improve efficiency and effectiveness and to create an exceptional workplace.

To date change adoption delivery has been resourced through contingent resource (third party contractors and strategic suppliers), with limited knowledge of the firm's culture and ways of working. This role will embed some change adoption capability in our delivery team, setting the standard for change adoption delivery for additional augmented capability brought in and contributing GT&I learnings to the firm's change management community of practice.

You will be assigned to a programme of work within the GT&I investment portfolio, and responsible for designing and implementing a change adoption strategy that will ensure user adoption of the changes being delivered. You will maintain an overview of progress towards benefits being delivered through driving adoption of the new ways of working, achieved by ensuring that all elements needed to ensure adoption (e.g. tools, training, process changes, communications) are in place and ensuring that uptake and its impact is being measured.

You will ensure that this pivotal change adoption activity is fully integrated in into the overall project plan and that key interactions with business users are developed and maintained during the full lifecycle of the project.

Key to the role is the ability to consistently explain to users, in simple terms:

  • "What change is being made?"
  • "Why are we making this change?"
  • "How does these changes help you do your job better?"

An additional Change Adoption Analyst role is planned to be recruited later in the financial year. You will manage the Change Adoption Analyst in performing a similar role on a different programme/set of projects.

Key responsibilities and deliverables

  • You will have a global remit for delivering business change across a programme of work / several projects
  • You will ensure that business change and adoption is integral to the project, and align adoption plans within the overall project plan
  • You will create and oversee the business change strategies and plans for each project including additional resourcing if required
  • You will own the relationship between the projects and the users, including:
    • acting as the voice of the user ensuring that the project thinks, at all times, with the user in mind
    • defining a user-centric view of the project's delivery
    • defining business readiness for different user groups to adopt change
    • ensuring that the user community of each region is ready to operate with the revised ways of working and technology upgrade
  • You will create learning personas for our diverse user groups and use them to make sure that we produce content that works for the different learning styles, roles and cultures in the firm
  • You will carry out business and training impact assessments for each persona so that content can be tailored as required to increase adoption
  • You will measure the effectiveness of the deployment and report impact, benefits, successes, risks and challenges
  • You will identify key stakeholders in our teams, practice groups and offices who can help to deliver successful adoption of change, working with them to define their role and holding them to account as required
  • You will clearly define the impact of the changes on the firm's relationships (human, technological, process driven) with its clients
  • You will work with adoption leads and business change managers from related projects to ensure a joined-up approach
  • You will leverage and continue to develop and mature existing and formative business change and adoption mechanisms at your disposal within the firm

Key requirements (Communication/skills/experience)


  • Have experience of leading global business change adoption
  • Have experience building user personas and tailoring content to those persona
  • Have demonstratable experience as a change adoption lead or business change manager with implementation experience
  • Exceptional communication skills, both written and verbal
  • Able to work effectively at all levels in an organisation
  • Must be a team player and able to work collaboratively with and through others
  • Demonstrated strong bias towards delivering results and impact
  • Ability to communicate technical concepts to colleagues who don't speak "techie"
  • Able to manage many relationships with stakeholders and suppliers with different perspectives and opinions


  • Experience, knowledge and a qualification in of change management principles, methodologies and tools (e.g. Prosci ADKAR, APMG) would be an advantage
  • Experience in developing training materials, including video content
  • Knowledge of digital marketing methods, including copywriting
  • Knowledge of the application of behavioural science to change management approaches
  • Ideally have some experience of working in legal services
  • Multi-lingual (German, Cantonese, Mandarin of particular relevance).

Overview of the firm

Freshfields Bruckhaus Deringer is a major international law firm, providing business law advice of the highest quality. We want to be the law firm that clients turn to for legal advice where it most matters, wherever in the world that may be. The Firm has over 2,400 lawyers in 28 offices around the world, providing a comprehensive service to national and multinational corporations, financial institutions and governments.

Our people make our firm - we are a people business and want to create a welcoming and supportive environment where all can flourish. We see diversity as a strength which creates fresh perspectives and generates new ideas. We enjoy our work and are determined to do an outstanding job. We deliver best when working in teams. Our culture is a product of the combined mindsets and behaviours of our people which is through the Being Freshfields principles, outlined below:

  • we show respect to everyone
  • we are there for one another
  • we are open with each other
  • we are positive role models

We think and work globally - we don't just say we are one firm; we act like one firm right across the world. We work wherever our clients need us. This is how we define ourselves, not by reference to where we have offices. Cross-border work isn't just what we do, it is what we excel at. We understand what it really takes to work across different legal systems and commercial environments and to bridge language and cultural gaps.

We aim to add value in everything we do - we are passionate about helping our clients succeed. We use our experience and creativity to help clients make judgements and achieve their goals. In everything we do, we seek to make a real difference to the communities in which we operate.

The Freshfields Global Centre provides both business and legal services to the firm. Our services are delivered in a way which supports the global nature of our firm and our clients, enables our fee earners to deliver exceptional service to our clients and to do that in a way which is efficient and effective.

Freshfields is committed to promoting equality and diversity and to developing a culture that values differences, recognising that employees from a variety of backgrounds make important and positive contributions to our business and how we service our clients.

Overview of the Function

Global Technology & Innovation (GT&I) is responsible for driving digital transformation in Freshfields, supporting the firm's technology infrastructure and designing and building applications that solve our clients' legal problems.

We are putting digitisation at the heart of the firm's strategy of business growth, colleague empowerment and business efficiency by developing innovative ways to deliver superlative client service, modernise colleagues' ways of working and drive the firm's efficiency - all through the best use of technology. At the same time we are ensuring that the firm's technology is reliable, secure and intuitive for everyone and allows us to collaborate in a productive, modern and efficient way.

We are a global team, the GT&I central team working closely with regional colleagues in most of the firm's offices, delivering and supporting all aspects of technology and communications within the firm.



Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing.

Freshfields is a Ban the Box employer. We ask applicants to disclose criminal convictions only when a conditional job offer is made. A conviction does not automatically lead to withdrawal of the offer: we make decisions on a case by case basis and take a number of factors into account (e.g. the role you are applying for and the circumstances of the offence). You would have the opportunity to discuss the matter with us before we make a decision.