AI Strategy & Adoption

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About the role

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; ServiceNow, 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.

What you’ll be doing

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.

Microsoft 365 change and adoption

• 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.

ServiceNow change and adoption

• Plan and deliver colleague adoption for ServiceNow 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.

Security behaviour change

• 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.

Measure adoption and improve outcomes

• 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.

Build engagement and feedback networks

• 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.

Essential Skills / Experience

Enterprise Change & Adoption Experience

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

Technology Change Management

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

Stakeholder Engagement & Communication

• Ability to translate complex technical concepts into clear colleague-focused communications, learning, and enablement activities while influencing stakeholders across technical and business functions.

Desirable Skills / Experience

Microsoft 365 Expertise

• Experience supporting adoption of Microsoft 365 technologies, including Office 365, Microsoft Copilot, and/or Power Platform.

ServiceNow Experience

• Exposure to ServiceNow change initiatives, platform enhancements, feature rollouts, or Now Assist adoption.

Cyber Security Behaviour Change

• Experience delivering security awareness, identity management, MFA, or passwordless authentication programmes.

Data-Led Adoption Measurement

• Experience using adoption metrics, usage data, colleague feedback, and service insights to optimise change interventions.

Champion Networks & Learning Communities

• Experience building champion communities, communities of practice, super-user networks, or role-based learning journeys.

Relevant Change Qualification

• Professional certification in change management, learning & development, service management, or product adoption (e.g., Prosci, APMG Change Management, ITIL).

Our Package

Tailored benefits make a real difference. That’s why we offer a comprehensive range to support your growth, wellbeing, and everyday life.
You can design the package to suit you and your lifestyle. Your core benefits include:

• 10% on target annual bonus
• Access to an online private GP 24/7 for you and your immediate family
• Market-leading paid carers leave with up to 2 weeks off
• Equalized maternity, paternity, and adoption leave – 18 weeks’ full pay and 8 weeks’ half pay
• Discounted EE and BT products, including mobile and broadband
• Market leading Pension scheme – 5% from you and 10% from us
• Holiday purchase scheme

You can select additional benefits, including healthcare, dental, gym memberships and more when you’re ready.

BT Group is the UK’s leading communications group and the holding company behind some of the country’s most recognised brands – including BT, EE, Openreach and Plusnet. Our purpose is as simple as it is ambitious: we connect for good. Our customers include consumers, small, medium and large businesses, public sector organisations and other communications providers.

BT Group’s role is about setting direction, unlocking value and creating the conditions for our brands and businesses to thrive.

Having come through the most capital-intensive phase of our fibre investment, our focus now is on what comes next – simplifying how we operate, using technology and AI to work smarter, and organising ourselves to serve customers better and grow sustainably. Group teams shape strategy, policy, brand, capital allocation and transformation, helping the whole organisation perform at its best.

We have a singular culture that unites all our people: we are customer-first challengers, who are committed, clear and connected. These behaviours unite us as one team to deliver for our colleagues, our customers, our stakeholders and the country. Joining BT Group means working at the heart of a business that matters to the UK, with the opportunity to shape decisions, influence outcomes and help set the future course of one of the country’s most important companies.