UX Business Change Consultant

Anticipated Contract End Date/Length: September 30, 2026
Work set up: Hybrid, 60% office and 40% remote (must be eligible for BPSS)

Our client in the Information Technology and Services industry is looking for a UX Business Change Consultant to ensure the modernised IDV solution is intuitive, adopted, and operationally embraced across the organisation. The role focuses on aligning user experience with security outcomes while owning communication, training, and adoption strategies that support a smooth transition for Helpdesk teams and end users. This position plays a key role in translating complex identity verification and recovery journeys into user-friendly, accessible experiences that drive adoption and readiness.

What you will do:

• Lead UX discovery for new IDV and SSPR journeys across Helpdesk and Self-Service channels.
• Conduct user research, usability testing, and journey optimisation.
• Develop adoption and communication plans for phased rollout.
• Translate complex identity flows into user-friendly experiences.
• Support change readiness across Helpdesk teams and the wider user base.
• Align user experience improvements with security and identity outcomes.
• Drive communication, training, and adoption strategies for the modernised solution.