Human-Centered Design Adoption Strategist

Crowe•Nashville, TN

About The Position

Crowe is seeking a Human-Centered Design Adoption Strategist to join our technology implementation teams. This role is focused on ensuring that technology implementations lead to real, sustained adoption and meaningful change for the people who use them. This position reimagines adoption and change through a human-centered design lens, blending deep empathy, behavioral insight, experience design, and practical execution to help organizations successfully integrate new technologies into the way people actually work. The Human-Centered Design Adoption Strategist operates as a client-facing strategic partner to implementation teams, client leaders, and stakeholders, shaping adoption strategies that are grounded in human needs, organizational context, and the realities of Microsoft and NetSuite implementation environments. The Human-Centered Design Adoption Strategist focuses on the people side of technology implementation, ensuring that solutions are designed, introduced, and embedded in ways that drive understanding, confidence, and long-term value. Rather than relying on prescriptive change models or one-size-fits-all communications plans, this role emphasizes sense-making, experience design, and behavioral enablement across the implementation lifecycle. The strategist helps teams anticipate friction, uncover unarticulated needs, and design adoption approaches that meet users where they are. This role partners closely with technologists, solution architects, functional leads, and client leaders to ensure adoption is considered from day one and embedded throughout Microsoft and NetSuite implementation efforts. This role approaches adoption through a human-centered, experience-led perspective, focusing on how people understand, experience, and integrate new technologies into their daily work. The Human-Centered Design Adoption Strategist emphasizes: Designing adoption through experiences, behaviors, and moments that matter Deep engagement with users to inform adoption approaches grounded in real needs and context Integration of adoption thinking directly into solution design and delivery Iterative learning and adjustment based on feedback, observation, and outcomes Practical strategies that balance empathy with the realities of enterprise environments Rather than relying on prescriptive models, this role adapts its approach to the organization, the technology, and the people involved, ensuring adoption strategies are relevant, actionable, and sustainable.

Requirements

Thinks deeply about how people experience change and new technology
Is energized by ambiguity and shaping new ways of working
Brings empathy, curiosity, and pragmatism to complex organizational challenges
Can influence without authority and build trust quickly
Enjoys working across disciplines, including technology, design, and business teams
Believes adoption is something you design for, not something you hope for
Ability to uncover user needs, motivations, and barriers through qualitative research and observation
Comfort engaging directly with users at all levels of an organization
Applying human-centered design principles to shape adoption journeys and enablement experiences
Designing touchpoints that support learning, confidence, and behavior change
Leading workshops and conversations that help teams align, learn, and move forward
Helping stakeholders make sense of complexity and uncertainty
Translating insight into clear, actionable adoption strategies
Balancing vision with practical constraints of timelines, budgets, and technology platforms
Partnering effectively with technologists, designers, and client leaders
Leading through influence rather than formal authority
Experience working on client-facing technology implementations, digital transformations, or enterprise system deployments
Experience applying human-centered design, service design, or experience strategy methods
Comfort facilitating workshops and working sessions with diverse stakeholder groups

Nice To Haves

Backgrounds may include UX, service design, product, consulting, learning design, digital strategy, or adjacent fields
Experience designing enablement, onboarding, or learning experiences is a plus
Experience in complex B2B, enterprise, or regulated environments is helpful, particularly with Microsoft (Dynamics 365, Power Platform, Microsoft 365) and/or NetSuite implementations

Responsibilities

Serve as the human-centered adoption strategist on client-facing Microsoft and NetSuite implementation engagements
Design adoption approaches that support understanding, engagement, and sustained use of implemented platforms
Partner with implementation teams to integrate adoption thinking throughout the delivery lifecycle
Conduct discovery to understand user needs, roles, workflows, motivations, and barriers to adoption
Translate insights into practical adoption strategies aligned to Microsoft and NetSuite solutions
Design and facilitate client workshops, working sessions, and co-creation activities with business and technical stakeholders
Shape onboarding, enablement, and learning experiences that help users confidently adopt new systems and ways of working
Identify points of friction, resistance, and risk, and design thoughtful interventions to address them
Support change moments such as go-live, hypercare, and post-implementation stabilization
Advise client leaders and project teams on decisions that impact user experience, adoption, and long-term value realization
Evaluate adoption signals and user feedback to refine approaches and improve outcomes over time that impact user experience, adoption, and change outcomes
Continuously evaluate adoption signals and adjust approaches based on feedback and observed behavior