Digital Adoption Facilitator

Job overview

The Digital Adoption Facilitator is a key new role within the Digital Innovation and Transformation Team, designed to strengthen how the Welsh Ambulance Services NHS Trust delivers user‑centred, inclusive and problem‑first digital change. The postholder will play a leading role in embedding effective change management practices across the organisation, ensuring staff are supported to adopt digital solutions in ways that deliver measurable benefits and improved outcomes.

Working closely with digital leadership, including the Head of Digital Business Change and Benefits, the postholder will help shape and deliver a Trust‑wide transformation and innovation support offer—creating toolkits, learning packages and workshops that improve digital readiness and capability. A central responsibility is managing the Digital Change Champions network, strengthening two‑way communication and enabling operational teams to be directly involved in digital problem‑solving from the outset.

The ability to speak Welsh is desirable for this post; Welsh and/or English speakers are equally welcome to apply

Main duties of the job

The Digital Adoption Facilitator will lead and embed digital change activities across the organisation, supporting staff to confidently adopt new digital solutions and ensuring that digital transformation is user‑centred, inclusive and aligned with Trust priorities. This includes managing the Digital Change Champions network to enhance two‑way communication, planning and independently facilitating workshops and engagement sessions, and developing high‑quality learning materials and communication resources to build digital capability across the Trust. The role also involves engaging a wide range of stakeholders—from frontline clinicians to external partners—using strong influencing and negotiation skills to overcome barriers to change.

A key part of the role is supporting benefits management by gathering evidence, identifying opportunities for scale‑up, sharing success stories and contributing to evaluation activities to ensure digital initiatives deliver measurable improvements. The postholder will also contribute to project planning, risk and issue management, business case development and the preparation of reports, presentations and documentation that support effective governance. Working collaboratively with colleagues across digital and operational teams, the Facilitator will help ensure that digital change projects are delivered to time, cost and quality, and that they translate into meaningful service improvements.

Detailed job description and main responsibilities

Job Description

The Digital Adoption Facilitator is a key role within the Digital Innovation and Transformation Team, supporting the Trust’s ambition to deliver inclusive, user‑centred, and problem‑first digital transformation. The postholder will work closely with the Head of Digital Business Change and Benefits, the Assistant Director of Digital (Innovation & Transformation), and the Chief Clinical Information Officer to embed high‑quality change management practices across the organisation. This includes enabling staff to adopt digital solutions effectively, ensuring that digital processes are followed safely, and helping the Trust realise the full benefits of its digital investments.

A central component of the role is leading and coordinating the Digital Change Champions network—an organisation‑wide group designed to enhance two‑way communication, promote early engagement in digital problem‑solving, and support colleagues through periods of change. The postholder will also develop and deliver a range of transformation support resources, including toolkits, learning packages, communication materials, and workshops aimed at strengthening digital readiness and capability across the Trust. They will act as a key point of contact for digital transformation queries and will work proactively with stakeholders at all levels to build strong working relationships, resolve conflicting viewpoints, and create opportunities for collaborative innovation.

The role requires a high level of independence, with responsibility for planning, organising and facilitating workshops, designing user‑centred engagement activities, and supporting benefits realisation through evidence gathering, evaluation and sharing success stories. The postholder will also contribute to planning, governance and reporting activities—including developing presentations, reports, adoption strategies and business case contributions—helping ensure digital programmes meet expectations regarding time, cost and quality.

Main Duties

Communications and Engagement

• Lead communication and engagement activities that support digital adoption, including preparing communication plans, updates, presentations and written materials for a variety of forums.
• Facilitate workshops, focus groups, roadshows and other organisation‑wide engagement sessions to gather insight and support user‑centred design.
• Engage with stakeholders across all levels—including frontline staff, senior clinicians, executives, suppliers, health partners and service users—using strong negotiation and influencing skills to overcome barriers to change.
• Manage and develop the Digital Change Champions network to strengthen communication channels and support local ownership of digital change.

Change Management and Benefits Realisation

• Lead the design and delivery of digital change and adoption packages, ensuring they align with Trust goals and governance requirements.
• Support benefits management by creating evaluation approaches, identifying opportunities to scale successful initiatives, and sharing best practice across directorates.
• Manage risks, issues and dependencies related to digital change, escalating through governance processes where necessary.
• Support colleagues in embedding national and local digital policies, ensuring that digital processes are followed safely and consistently.

Training, Learning and Resource Development

• Design, develop and deliver a wide range of learning materials, including digital training content, workshops and adoption toolkits.
• Collaborate with the Education and Corporate Communications teams to produce effective learning and change resources.
• Provide coaching, guidance and expertise in digital change methodologies to project teams and operational colleagues.

Project Support and Governance

• Contribute to project planning, including developing work packages, adoption plans, stakeholder analyses and governance documentation.
• Prepare and present reports, papers and updates for governance groups, including committees, programmes and executive forums.
• Support business case development by contributing analysis on benefits, risks and operational impacts.

Continuous Improvement and Research

• Conduct research, benchmarking, feasibility studies and evaluation activities to support continuous improvement of digital services.
• Facilitate post‑implementation reviews and lessons‑learned exercises to inform future delivery across the Digital Directorate.
• Review service development proposals and provide expert feedback on improvement methodologies and project management practices.