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IS Service Adoption Process Lead

Take your next career step at ABB with a global team that is energizing the transformation of society and industry to achieve a more productive, sustainable future. At ABB, we have the clear goal of driving diversity and inclusion across all dimensions: gender, LGBTQ+, abilities, ethnicity and generations. Together, we are embarking on a journey where each and every one of us, individually and collectively, welcomes and celebrates individual differences.


In this role you will be responsible for designing, driving and continuously improving an adoption process framework which ensures consumer lifetime value. Ensures a bridge between consumer needs, product and Service Owners and Success Manager to maximize service consumption and ROI.

Your responsibilities

  • Accountable for the execution of the adoption framework and operations for global IS offered services with the support of Consumer Engagement functions and Service Owners.
  • Defining adoption framework in alignment with Service Owners to effectively drive the efficiency and effectiveness on the usage and user experience of consumer-facing services
  • Delivering a set of practical adoption assets that map to different processes and audiences. In addition, structure early adopter and champion programs.
  • Delivering measurable results to demonstrate adoption effectiveness, and communicate the successes and achievements of the adoption programs to relevant stakeholders
  • Designing and executing service adoption strategies and operational roadmap as part of Consumption Management while is accountable for implementation with the support of consumer awareness, communication, channels, and profiles.
  • Driving early adopter and champion programs to meet specified objectives. Assuring the effectiveness of adoption programs approaches and their impact on business outcomes.
  • Meeting or exceeding the Consumer Engagement department’s global Key Performance Indicators (KPIs) and other metrics in alignment with the Consumer Service Performance department aiming to measure the efficiency and effectiveness of the department’s consumer-facing services, interaction models, and consumption and adoption management strategy.
  • Fostering a strong partnership with GBS IS functions, Businesses as well as 3rd party suppliers based on proactiveness, speed, trust and empathy, and using VOC from Consumer Service Performance and other services from Consumer Engagement organization to build business cases that drive service strategic actions as well as consumer-centric adoption roadmaps.
  • Developing and maintaining of appropriate IS capabilities within the Service Adoption and Consumption department, ensuring alignment to agreed goals and compliance with ABB policies, procedures, standards and controls.
  • Living ABB’s core values of health, safety and integrity, which means taking responsibility for your own actions while caring for your colleagues and the business.

Your background

  • Bachelor’s Degree in Computer Science or a related discipline. Additional Master’s Degree in Information Systems Management/Marketing/MBA preferred.
  • Above 7 years of experience in implementing service adoption and consumption programs.
  • Above 5 years of relevant experience in IT.
  • Above 5 years of experience in roles connected to Product Management and Consumer Experience (CX) of IT solutions.
  • Minimum of 2 years in Product Marketing
  • ITIL 4 foundation certification is a must.

More about us

Interested in joining our team in this role? If so, we look forward to receiving your application via our online careers tool. Please submit your CV and motivation letter in English – documents in other languages will not be reviewed. HQ Talent Acquisition Team ABB Asea Brown Boveri Ltd. Let’s write the future. Together. www.abb.com/careers We reserve the right to withdraw this posting at any time.

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Deadline: 08-04-2024

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