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Location: Hybrid & Birmingham/London
Reports to: Senior Systems Change Manager
Department: Digital Services
Salary: circa £35,000 per annum
Job Summary
The Systems Change & Adoption Lead will play a key hands-on role in supporting the successful rollout, adoption and embedding of digital systems across Cygnet’s healthcare services. Sitting within the Project Management Office (PMO) in the Digital Services team, this role will focus on practical delivery during periods of system implementation to ensure readiness, confidence and sustained adoption.
This is a highly delivery-focused role suited to individuals who enjoy working directly with frontline teams and are comfortable operating in fast-paced, evolving and often ambiguous environments. The postholder will provide visible on-site and remote support before, during and after system implementations, helping colleagues build confidence, readiness and adoption of new digital ways of working.
The Systems Change & Adoption Lead will work across clinical, operational and corporate systems and will support a broad range of activities including local engagement, local rollout activities, training reinforcement, floorwalking, readiness support, hypercare and issue escalation. As this is a hands-on role, there will be a requirement for frequent UK-wide travel to Cygnet sites, including overnight stays where required.
This role is ideally suited to someone with experience in healthcare, operations, training, implementation, service improvement or digital change environments who is comfortable building relationships across multidisciplinary teams and supporting colleagues through periods of operational change.
This role forms a key part of the PMO change capability and will help bridge the gap between central project delivery and successful local adoption across services.
Scope of Systems
The role will support adoption across a broad portfolio, including:
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Clinical systems (e.g. electronic patient records, prescribing systems)
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Operational systems (e.g. audit platforms, governance tools, workforce systems)
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Business and corporate systems (e.g. HR, recruitment, collaboration and productivity tools)
Key Responsibilities
Rollout Delivery & Change Adoption Support
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Support the local implementation and change adoption of digital and systems rollouts across hospital sites, services and central functions.
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Provide practical implementation support during pre-go-live, go-live and post-go-live periods.
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Support the execution of operational readiness activities defined by the Project and Change teams, helping ensure teams are prepared for upcoming system changes.
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Assist with adoption activities including floorwalking, local engagement, confidence-building and reinforcement support.
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Act as a visible PMO presence during rollout activity, building positive working relationships with frontline teams.
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Escalate operational risks, adoption concerns and local challenges appropriately through project and PMO governance routes.
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Support implementation activities across multiple concurrent projects and changing priorities.
Stakeholder Engagement & Adoption
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Support the delivery of change and adoption activities across multiple digital programmes and projects.
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Build positive working relationships with colleagues across clinical, operational and corporate services.
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Act as a visible and approachable point of contact for colleagues impacted by change.
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Support local leaders, managers and stakeholders in preparing their teams for new systems and ways of working.
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Help identify adoption risks, resistance, engagement challenges and local concerns, escalating these appropriately through the Change Team.
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Support the development and sustainability of local Super User and Change Champion networks.
Business Readiness & Change Support
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Support readiness activities to help ensure colleagues understand upcoming changes and feel prepared to adopt them.
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Assist with stakeholder engagement, workshops, awareness sessions and local change activities.
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Reinforce key messages and support colleagues in understanding the benefits and impact of change.
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Help monitor and report on readiness, engagement and adoption indicators.
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Support the delivery of change plans developed by the PMO Change Team.
Training Reinforcement & User Confidence
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Support colleagues before, during and after implementation activity to build confidence in new systems and processes.
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Deliver floorwalking, drop-in sessions and informal learning support where required.
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Reinforce training and key business processes within operational environments.
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Work alongside Learning & Development, Project Teams and Change Managers to ensure colleagues receive appropriate support.
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Support colleagues with varying levels of digital confidence and experience.
Embedding & Continuous Improvement
- Support post-implementation adoption and embedding activities.
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Gather feedback from colleagues and stakeholders to identify barriers to adoption and opportunities for improvement.
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Assist with the capture of lessons learned and good practice across programmes.
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Contribute to the ongoing development of PMO change, readiness and adoption approaches.
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Promote positive user experience and consistent adoption practices across Cygnet.
Health, Safety and Security
All employees have a duty to report any accidents, complaints, defects in equipment, near misses and untoward incidents, following company procedures.
To ensure that Health and Safety legislation is complied with at all times, including COSHH, Workplace Risk Assessment and Control of Infection.
Company Values
Responsible for embodying, and encouraging in others, the Company Values, using the behaviours identified for each value as a basis for decision making and behaviour.
Equal Opportunities
It is the responsibility of every person to act in ways that support equality and diversity. Equality and diversity is related to the actions and responsibilities of everyone. You are required to carry out your duties in line with the company’s policies and procedures, including relevant legislation, to deliver and promote inclusion and equity in treatment of colleagues and those within our care and access to opportunity at work at all times.
Mandatory Training
Be aware of and undertake mandatory and other training requirements necessary for the successful and safe performance of your job, including relevant updates.
Any other duties necessary for the successful performance of the role.
Key Skills & Experience
Essential / Strongly Desired Experience
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Experience supporting digital change, implementations, training or operational rollout activity.
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Experience working in healthcare, care, operational, customer-facing or similarly fast-paced environments.
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Experience building relationships with frontline operational teams and stakeholders.
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Experience supporting colleagues through change, new processes or new systems.
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Ability to manage multiple priorities in dynamic environments.
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Exposure to healthcare, clinical or regulated environments is highly desirable.
Skills & Attributes
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Strong interpersonal and relationship-building skills.
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Practical, delivery-focused mindset with a proactive and adaptable approach.
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Comfortable working directly with frontline teams in operational environments.
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Strong organisational and coordination skills.
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Confident communicator with the ability to explain information clearly and calmly.
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Ability to build trust and credibility quickly with operational teams.
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Willingness to travel to sites as required and support hands-on rollout activity.
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Positive, resilient and solutions-focused approach.
Qualifications / Desirable
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Experience in digital adoption, rollout, training, service improvement or operational support roles desirable.
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Change Management qualification or exposure to structured change approaches advantageous.
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Experience contributing to training delivery, floorwalking or hypercare support advantageous.
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Background in healthcare, care services, operations or customer support environments desirable.
What We Offer
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Competitive salary and benefits package.
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Opportunity to play a key operational role within a major, multi-year digital transformation programme.
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Exposure to a wide range of clinical and non-clinical systems and stakeholders.
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Opportunity to gain hands-on experience across major digital implementations and transformation programmes.
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A collaborative PMO environment with opportunities to develop implementation, change and adoption experience.
What next?
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