Location:  UK Remote with travel to client sites
Reports to: Customer Success Director
Department: Customer Success
Employment Type: Full-time

About EBO

EBO is a pioneer in conversational AI, delivering solutions that transform patient engagement, streamline operational efficiency and enhance healthcare outcomes. With a growing international footprint, EBO’s AI-driven solutions integrate with healthcare systems and workflows to help organisations improve access, experience and service efficiency.

Role Overview

We are seeking a Transformation & Adoption Lead to help healthcare organisations turn the implementation and expansion of EBO solutions into meaningful service change, sustained adoption and measurable improvement. We welcome applications from both clinical and non-clinical professionals.

This is a hands-on, customer-facing role focused on organisational change management, stakeholder engagement, service improvement, adoption and optimisation. Workflow redesign forms part of the role where needed; the priority is helping services successfully introduce and sustain new ways of working.

The successful candidate will lead transformation and adoption activity across an allocated portfolio of healthcare clients, supporting change from initial deployment through to wider organisational rollout and long-term use.

Working with operational, clinical, digital, administrative and service teams, the postholder will identify the people, processes and organisational changes needed for successful deployment. Some solutions require detailed workflow redesign; others need proportionate engagement, training and optimisation. The approach must reflect the customer and the solution rather than assume the same level of transformation for every deployment.

The role has two primary areas of accountability:

1. Service Transformation and Change

Helping customers plan, manage and embed changes to service delivery, including workflow and pathway redesign where this adds value, so EBO solutions improve efficiency, experience and operational performance.

2. Adoption and Optimisation

Supporting sustained staff, service and patient use through targeted engagement, communications, training, local ownership, monitoring and continual optimisation after go-live.

The Transformation & Adoption Lead will act as the principal day-to-day Customer Success contact for transformation and adoption activity across their allocated portfolio.

The Customer Success Director retains ownership of executive customer relationships, strategic account direction, material escalation, renewal, commercial growth and overall portfolio strategy.

The Transformation & Adoption Lead will work closely with the Head of Transformation, who owns the wider transformation methodology, standards and approach across EBO. The Transformation & Adoption Lead is responsible for applying that approach within allocated customer accounts and leading transformation activity through to practical implementation.

The role will also work closely with Delivery, Product, Support, Benefits and designated Clinical and Clinical Safety colleagues. It is open to both clinical and non-clinical backgrounds.

Key Responsibilities

Service Transformation & Change Management:

• Work with healthcare teams to understand service priorities, organisational readiness, existing processes, patient journeys and practical barriers to change.
• Plan and facilitate change-readiness, process-mapping or current-state workshops where they are needed to inform effective deployment and adoption.
• Identify operational pain points, duplication, unnecessary manual work, variation, hand-off issues and barriers to adoption or wider rollout.
• Lead the co-design of future-state ways of working and operational processes where required, involving relevant clinical colleagues when patient pathways or clinical workflows are affected.
• Help clients move beyond simply digitising existing processes and identify opportunities for genuine service redesign, simplification, automation and greater patient self-service.
• Support healthcare teams to implement and embed agreed operating procedures and new ways of working, including across multiple sites or services where appropriate.
• Ensure transformation requirements and operational dependencies are identified early and communicated clearly to the relevant EBO and customer teams.
• Maintain ownership of transformation and change actions, making sure they lead to real operational change rather than remaining workshop outputs.

Adoption & Engagement:

• Develop and lead proportionate adoption plans for initial implementations, subsequent rollouts and service or organisation-wide expansion.
• Identify key stakeholders, decisionmakers, service leaders, operational and clinical teams, digital teams, champions and communications contacts needed for successful change.
• Create resources and materials for clients to support adoption and engagement activities.
• Establish and support client champion networks that promote new ways of working, surface concerns and provide structured feedback.
• Plan and deliver workflow-based training, coaching, demonstrations and question and answer sessions for staff.
• Provide on-site or remote go-live support, floor walking.
• Identify adoption barriers early and lead targeted interventions with customers and relevant EBO teams.
• Contribute to the continuous improvement of EBO’s Customer success, transformation and adoption playbooks, templates and operating practices.

Post-Go-Live Optimisation:

• Develop and manage targeted Adoption Improvement Plans where adoption is below expectation or where a material service change requires additional support.
• Support clients to move from initial implementation or pilot activity into sustained use, wider rollout and scale where appropriate
• Remain actively involved following go-live to ensure the solution becomes embedded within normal service operation rather than treating launch as the end of delivery.
• Help clients interpret solution usage and performance reports alongside staff and patient feedback to identify where adoption or operational improvement is needed.
• Lead optimisation reviews throughout the post-go-live period, maintaining actions, owners, priorities, timescales and evidence of progress.
• Diagnose whether adoption or performance barriers relate to workflow design, training, communications, configuration, product capability, local ownership or wider organisational change.
• Coordinate the appropriate response across customer teams and EBO functions.
• Develop and manage targeted Adoption Improvement Plans where adoption is below expectation or where a material service change requires additional support.
• Help customers move from initial implementation or pilot to sustained use, wider rollout and scale where justified by readiness, adoption and outcomes.

Client Portfolio & Customer Success:

• Act as customer success lead for a portfolio of client projects, monitoring and maximising adoption and client outcomes throughout the life of the product.
• Own the plan for the adoption and transformation workstream across a portfolio of client projects, tracking actions, milestones and dependencies. Work alongside the delivery leads to keep timelines aligned and to escalate issues early.
• Build effective working relationships with service managers, operational teams, clinical teams, digital teams, communications teams and local champions.
• Regularly report on status and progress relating to customer success outcomes across own portfolio.
• Coordinate the relevant EBO specialists around client needs and work alongside Delivery leads to keep the transformation and adoption plan aligned with technical implementation milestones.
• Resolve operational barriers where possible and escalate material risks, unresolved issues or strategic concerns to the Customer Success Director early enough for intervention.
• Identify opportunities for further transformation, additional use cases, service expansion or additional EBO capability and bring these to the Customer Success Director for strategic and commercial consideration.
• Contribute operational insight and evidence that supports wider account planning, customer advocacy and long-term customer success.

Benefits & Outcomes:

The Transformation & Adoption Lead plays an important role in ensuring that operational change translates into measurable customer outcomes.

The postholder will:

• Work closely with the Benefits function to connect transformation and adoption activity to agreed outcomes and measures.
• Provide client insight, adoption information, operational feedback and workflow evidence to support the Benefits function in evaluating outcomes.
• Ensure that intended operational benefits are considered when designing future-state workflows and adoption interventions.
• Identify where poor adoption or incomplete workflow change may prevent expected benefits from being achieved.
• Support customer discussions relating to operational outcomes, adoption progress and improvement priorities.

Operational Excellence:

• Apply consistent transformation and adoption methods across the client portfolio while adapting the approach to the needs of each healthcare organisation.
• Lead or contribute to post-implementation reviews and retrospectives, capturing lessons learned, reusable materials, customer feedback and successful interventions for the wider Customer Success team.
• Use adoption, activity, workflow and customer-feedback data to identify where intervention will have the greatest impact.
• Contribute to the continuous improvement of EBO’s Customer Success, transformation and adoption playbooks, templates and operating practices.
• Share insights from customers that could improve EBO products, delivery models or customer-success approaches.
• Help establish repeatable approaches that allow successful transformation and adoption practices to scale across EBO’s customer base.

Qualifications and Experience

We welcome applications from clinical and non-clinical backgrounds equally. A degree, professional healthcare qualification or clinical registration is not essential for this role. Relevant expertise may have been gained through healthcare operations, digital change, transformation, service improvement, technology delivery, customer success or equivalent practical experience. Candidates will be assessed on their ability to deliver the responsibilities of the role.

Essential:

• 5+ years in healthcare transformation, digital adoption, service improvement, operational management, clinical service management or customer success.
• Bachelor’s degree in health, Business, Health IT related or equivalent experience
• Proven experience working with complex NHS healthcare organisations and systems (such as ICBs), multidisciplinary operational, clinical, digital and administrative teams.
• Strong understanding of healthcare workflows, patient journeys and the operational challenges involved in implementing new digital ways of working.
• Change management or Performance improvement qualifications (Six sigma, lean etc.)
• Experience planning and supporting NHS adoption activity, including stakeholder engagement, champion networks, communications, training and post-go-live support.
• Strong facilitation skills
• Excellent client relationship management skills, with the confidence to work with frontline teams, operational leaders and senior stakeholders.
• Ability to interpret adoption, activity and feedback data and use it to identify priorities for intervention and improvement.
• Ability to manage multiple clients and priorities simultaneously, maintain momentum and escalate blockers early.

Desirable:

• Project Management qualification or experience
• Masters in relevant subject such as healthcare improvement, digital transformation, MBA or healthcare management OR demonstrable equivalent experience
• Experience with AI-driven solutions, patient engagement tools, digital front doors, virtual assistants or other digital healthcare technologies.
• Familiarity with Electronic Patient Record (EPR), Electronic Medical Record (EMR), Patient Administration System (PAS) or other healthcare systems and their integration with third-party platforms.
• Knowledge of NHS data, reporting and benefits realisation
• A clinical background, healthcare professional qualification, registration or direct experience in healthcare operations; valued but not required.

Why Join EBO?

• Be at the forefront of healthcare innovation, helping organisations translate digital technology into meaningful operational change and better patient experience.
• Join a growing, diverse team of experts working with healthcare organisations across multiple markets.

How to Apply

To apply, please submit your CV and a cover letter outlining your suitability for the role through the appropriate EBO recruitment channel.

EBO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you require any reasonable adjustments during the recruitment process, please let us know.