Success Facilitator

Purpose of the Role

The real work of digital transformation happens in the hearts and minds of the people using the systems. You know how to work with resistance rather than against it. You can hold a boardroom conversation about commercial strategy and a one -on -one with an anxious end user with equal credibility and care.

This role sits inside a Both& delivery pod, where you will act as the voice of the business user, the owner of client success, and the internal product manager who ensures that what gets built actually reflects how the business works.

Responsibilities

• Applying Both&'s Business Psychology framework to guide clients through digital transformation, integrating change management, coaching, and clinical principles
  
• Diagnosing organisational culture, team readiness, and individual change propensity through structured assessment and qualitative engagement
  
• Managing psychological resistance by identifying root causes and responding with appropriate, evidence -based interventions
  
• Facilitating client success meetings, stakeholder alignment sessions, and executive engagements with confidence and clear outcome orientation
  
• Owning the client's adoption trajectory, success metrics, and change health throughout the full duration of each engagement
  
• Acting as the pod's internal product manager, owning the User Acceptance Testing (UAT) process and maintaining a living backlog of client -side requirements and adoption blockers
  
• Championing UX and UI quality on behalf of the business user, identifying friction points and advocating for human -centred design
  
• Designing and delivering training content across written, video, visual, and interactive formats, adapted to different user groups
  
• Managing Both&'s relationship health with client success teams as the primary point of contact for adoption, change, and user experience matters
  
• Contributing to Total Cost of Ownership (TCO) and Return of Investment (ROI) conversations and documenting patterns and lessons learned across engagements
  

Requirements

Requirements

1. Change management in practice. You have led people through technology or process change. Adoption is the real deliverable for you, and you plan for it from day one, not as an afterthought.

2. Emotional intelligence and psychological depth. High EQ in practice, not just in theory. You create safety without collapsing accountability and apply psychological frameworks in ways that move people forward.

3. Facilitation and stakeholder engagement. You can run complex, multi -stakeholder workshops with confidence. You translate technical progress into business language that lands at every level.

4. Business context awareness. You understand how businesses operate and engage credibly with mid -to -senior management, connecting technology to outcomes without needing to be briefed on the basics.

Background / Experience Requirements

• 3 to 5 years in a client -facing role involving change management, adoption, facilitation, or organisational development.
  
• Demonstrable experience engaging with mid -to -senior management is required.
  
• A degree in Industrial Psychology, Organisational Behaviour, Business Psychology, or a related discipline is preferred.
  
• Formal change management training such as PROSCI or ADKAR is advantageous.
  
• Both& values demonstrated capability over credential.
  

Benefits

• Work on multiple interesting projects
  
• Multi -industry exposure
  
• Work with a balanced team, striving for continuous improvement
  
• Investment in your personal & professional development
  
• Be part of a like -minded team on a mission to evolve business.
  
• High responsibility - high freedom environment
  
• Creative, hybrid (home & co -working) work environment
  
• Conscious, logic driven work environment (also called an "idea meritocracy")
  
• Acquire highly transferable skills
  
• Remuneration that reflects the seniority and strategic nature of the role