About Scrumconnect Consulting

Scrumconnect Consulting is a leading UK digital and technology consultancy delivering impactful, user-centred services across the public sector. We partner with government departments and organisations to deliver digital transformation programmes that improve services, empower teams, and create meaningful outcomes for citizens.

We are looking for an experienced Service Adoption Lead to help drive awareness, engagement, and adoption of digital tools and services across a large and diverse organisation.

Role Overview

The Service Adoption Lead is responsible for ensuring that teams understand, embrace, and effectively use digital products, platforms, and services. You will create and deliver adoption strategies, communication campaigns, and engagement activities that help users understand the value of new services and confidently incorporate them into their day-to-day work.

Working closely with stakeholders, delivery teams, and user communities, you will promote collaboration, encourage knowledge sharing, and support a positive digital, data, and technology culture.

Key Responsibilities
Service Adoption & Engagement

• Drive awareness, visibility, and adoption of digital tools, services, and platforms.
• Develop and execute service adoption strategies and engagement plans.
• Build enthusiasm and encourage uptake of new products and ways of working.
• Monitor adoption metrics and identify opportunities to improve user engagement.

Communications & Content

• Design and deliver clear, engaging communications tailored to different audiences.
• Use a variety of communication channels to maximise reach and impact.
• Create content including:
  • User guides
  • Newsletters
  • Presentations
  • Success stories
  • Case studies
  • Internal campaigns
• Clearly communicate the benefits and practical value of digital services.

Stakeholder Management

• Build strong relationships with stakeholders across all levels of the organisation.
• Develop and maintain a network of service champions and advocates.
• Provide clear and balanced advice to stakeholders on service adoption and change activities.
• Facilitate discussions, workshops, and engagement sessions.

Community Building

• Create opportunities for users to learn from each other and share experiences.
• Foster communities of practice and knowledge-sharing networks.
• Encourage collaboration across teams and programmes.
• Promote a positive digital, data, and technology culture.

User-Centred Approach

• Apply user-centred design principles to understand audience needs.
• Gather feedback and insights to continuously improve adoption activities.
• Use evidence and user research findings to inform prioritisation and decision-making.
• Ensure engagement campaigns align with organisational goals and user needs.

Collaboration & Continuous Improvement

• Work closely with delivery teams, change professionals, and stakeholders to coordinate adoption activities.
• Identify opportunities to reuse existing solutions, best practices, and learning from across programmes.
• Contribute to continuous improvement of communication and engagement approaches.

Essential Skills & Experience

• Experience leading service adoption, change, engagement, or communications activities.
• Strong facilitation and stakeholder engagement skills.
• Excellent written and verbal communication abilities.
• Proven ability to tailor messaging for different audiences and stakeholder groups.
• Experience helping teams adopt new tools, services, or ways of working.
• Ability to build trust and establish strong working relationships.
• Experience creating clear, engaging communication materials and campaigns.
• Strong organisational and planning skills.
• Ability to manage multiple priorities in a fast-paced environment.

Desirable Skills & Experience

• Experience working within government, public sector, or large complex organisations.
• Knowledge of digital transformation and service delivery environments.
• Experience building communities of practice or champion networks.
• Familiarity with user-centred design principles and service design approaches.
• Experience measuring adoption, engagement, and change outcomes.
• Knowledge of Digital, Data and Technology (DDaT) environments and cultures.

Key Competencies

• Communication and influencing
• Stakeholder management
• Facilitation and engagement
• User-centred thinking
• Collaboration and relationship building
• Strategic planning and prioritisation
• Continuous improvement mindset
• Problem-solving and decision-making

Why Join Scrumconnect Consulting?

• Work on impactful digital transformation programmes.
• Collaborate with multidisciplinary teams across government and technology.
• Help shape digital culture and ways of working.
• Flexible and supportive working environment.
• Opportunities for professional growth and development.

Diversity, Equity & Inclusion

At Scrumconnect Consulting, we are committed to building diverse and inclusive teams. We actively encourage applications from women, people from ethnic minority backgrounds, disabled people, those returning after a career break, and individuals from groups under-represented in technology and leadership roles.