UX %26 Product Adoption Officer

Job description

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Global AXA context
AXA Group Operations is the backbone of the AXA Group, providing a wide range of services including IT, finance, data management, and operational support to the various entities within the AXA Group. With a focus on efficiency, innovation, and customer-centricity, AXA Group Operations plays a crucial role in enabling the business to deliver on its promises to customers and partners. The division leverages advanced technology and best practices to drive transformation and ensure seamless operations across the organization.

Key figures : 6,000 colleagues all across the globe / 16 different countries / Supporting AXA to better serve our 105 million customers

To meet AXA GO transformation goals set in 2019, we have launched the One Workplace Program, one of the 10 AXA GO priorities. Those goals have been reconfirmed in the new strategic vision “Unlock the future”.

The One Workplace aims at providing each AXA employee with first-class Digital Workplace experience and a more collaborative, connected, easy (self-service), and secure way of work, from anywhere in the world.

Our program is based on two pillars:

1. One Collaboration platform provides a common meeting experience which allows for collaborative teamwork and document sharing. As the deployment of Microsoft Teams has been completed worldwide in 2021, we have now a unified and evolving environment, thanks
   to the Microsoft evergreen approach.
2. In addition to the roll-out of more collaborative tools, the One Device Management Platform enables all data or software to work across a range of devices, be they MAC, Windows or Mobile, thanks to the new modern devices management capabilities.

Missions & Responsibilities
As part of the global UX & Products adoption team, in the Workplace Products department, you will actively contribute to secure activities part of our mandate, such as:

• Workplace Products UX & Adoption documentation production and update for entities (reference material provided in a “white brand” approach to help them simplifying & accelerating the delivery to their users)
• Workplace Adoption Network community management – including the animation of the monthly “Adoption Network meet-up”, fronting entities in the group
• One Workplace Experience* maintenance and evolution (* Workplace Products reference website set for the entities)
• Feedback loops design and implementation with Workplace representatives and users in the entities to be able to engage improve plans with Workplace Product managers and entities Internal
• Internal governance management for ensuring internal alignment with Product & Product lines managers, in the continuity of the work sessions (regular or ad-hoc) organized with them
• Contribution to One Workplace Program (Product Business Partner Advisory board, GO & Entities Sounding boards,...)
• Support entities when deploying Workplace Products (train the trainers session, Change Management coaching,...)
• Interaction with the IT Support managers in the entities for all Workplace products & contribution to the animation the IT Support community (entities, Workplace L3 experts, ...)
• Contribution to the preparation and/or the animation of training sessions for IT Support teams in the entities, either in the context of roll-out projects or in the context of updating teams in BAU
• Interface with external teams, such Security, Cyber Defense, IAM teams to define, document and test user and/or IT Support guidelines, procedures,…
• alignment with other team members and other stakeholders to ensure consistency with all other activities and initiatives in the user experience and products adoption areas.

Desired profile

Qualifications :

Professional skills:

·  Strong expertise in UX & Change Management (Product adoption)
·  Excellent communication skills (written and verbal), with the ability to document and present information in a concise and business-oriented manner.
·  Ability to operate and work autonomously with organizational skills
·  Good knowledge in all domains involved in Digital Workplace products (Windows, Intune, Microsoft 365, …),
·  Be curious and open to evolving/emerging technologies (market/technology watch)
·  Have empathy and ability to think user needs, user context, culture etc.
·  Ability to lead by influence and interact with a variety of different correspondents (in operating entities, with technical teams) in a multi-cultural context.
·  Fluent in English to evolve in an international context. Additional languages considered as a plus.

Experience :

·  Strong Experience in change management projects in a multicultural/international environment, ideally linked to Digital Workplace.
·  Some experience in the conducting interviews, organizing NPS survey and engaging improvement plans would be appreciated