HR Self-Service Adoption Lead

Joining Arup

Arup's purpose, shared values and collaborative approach have set us apart for over 75 years, guiding how we shape a better world.

About the Role

As part of the Fusion programme, we are implementing Oracle Cloud HCM, including the Oracle HR Helpdesk module. We are seeking a Member Experience Lead to support the transition to the new system and ways of working for all our impacted colleagues, within People Services and throughout the organisation. There will be a big shift to self-service for all Arup members, who will be able to access help via multiple channels and benefit from a robust knowledge base, secure data handling and intelligent routing of inquiries, and it is critical that the change activities to support this shift are delivered effectively and efficiently. We anticipate this role will be a 2 year fixed-term contract. This role will:

• Work closely with the Service Design Implementation Lead to lead the design, implementation, and ongoing optimisation of our HR self service platform and helpdesk built on Oracle HCM and Oracle HR Help Desk, ensuring that Arup members get the most from the new capabilities that the programme will make available, driving business outcomes.
• Work with stakeholders and suppliers external to the programme team to ensure adoption of the latest Oracle HCM and Helpdesk updates and drive continuous improvement.
• Align with training and learning functions within Change and Engagement to ensure an integrated experience for stakeholders, giving them everything they need to use the new technology.
   

Key Responsibilities

• Lead the design and delivery of the HR self service platform, and support the broader HR Helpdesk implementation, using Oracle HCM and integrating with Oracle HR Help Desk, ensuring a high quality, member and line manager experience.
• Own the end to end customer experience for HR self-service, driving digital adoption, leading Oracle Guided Learning step-by-step guidance, help and training directly in the process for users, and digital interactions that reduce friction and demand.
• Key outcomes – increase self-service adoption, reduce HR and helpdesk queries, answer common questions. Members receive a digital-first experience, where the system guides the user through intuitive processes, getting them to what they need with no separate training.
• Drive continuous improvement of HR services, using data and user insight to increase self service adoption, and improve service performance.
• Ensure operational readiness for go live and BAU, including UAT/SRT participation, readiness assessments, cutover inputs, hypercare, and transition to steady state operations.
• Manage the working relationship with the Oracle self-service implementation team and delivery partners to ensure value for money and successful adoption of the self-service concept, linked into the broader Fusion programme
• Ensure compliance, controls, and data protection across self-service delivery, including secure access, auditability, and alignment with policy and regulatory requirements.
• Promote a mindset of continuous improvement within People Services, gathering insights from stakeholders and end users to identify opportunities for improvement, and support benefits realisation tracking and lessons learned reviews.

At Arup, you belong to an extraordinary collective – in which we encourage individuality to thrive. Our strength comes from how we respect, share and connect our diverse experiences, perspectives and ideas.  

You will have the opportunity do socially useful work that has meaning – to Arup, to your career, to our members and to the clients and communities we serve.  

Required Skills and Experience

• Experience in delivering People Services/HR Operations or Shared Services, including service design and operational leadership. 
• Experience implementing or operating Oracle HCM and Oracle HR Help Desk (or comparable HR service platforms), including knowledge base and Oracle Guided Learning, linking self-guided learning, self-service knowledge, and human support in Helpdesk.
• Proven continuous improvement track record with quantified benefits. 
• Leading change and adoption: communications, training, knowledge management, and UAT/SRT/hypercare.
• User-centred design mindset; able to translate policy and process into simple digital journeys. 
• Strong CX analytics: interpreting data to prioritise improvements and tell a compelling story. 
• Ability to build strong relationships with stakeholders across all levels
• Supplier management & commercial acumen; comfortable with scope, risk, and negotiation. 
• Clear, concise written and verbal communication; excellent documentation discipline. 
• Leadership: builds a high-performing service culture (coaching, QA, calibration, recognition)
• Fosters team collaboration; embraces diversity and inclusion and actively seeks diverse perspectives.

What we offer you

At Arup, we care about each member’s success, so we can grow together.

Guided by our values, we provide an attractive total reward package that recognises the contribution of each of our members to our shared success. As well as competitive, fair and equitable pay, we offer a career in which all of our members can belong, grow and thrive – through benefits that support health and wellbeing, a wide range of learning opportunities and many possibilities to have an impact through the work they do.

We are owned in trust on behalf of our members, giving us the freedom, with personal responsibility, to set our own direction and choose work that aligns with our purpose and adds to Arup’s legacy. Our members collaborate on ambitious projects to deliver remarkable outcomes for our clients and communities. Profit Share is a key part of our reward, enabling members to share in the results of our collective efforts.

We also provide Private medical insurance, Life assurance, Accident insurance and Income protection cover. In addition, you’ll have access to flexible benefits to help you look after all aspects of your wellbeing and give you the freedom and flexibility to find the best solutions for you, your family, and your individual needs.

Different people, shared values

Arup is an equal opportunity employer that actively promotes and nurtures a diverse and inclusive workforce. We welcome applications from individuals of all backgrounds, regardless of age (within legal limits), gender identity or expression, marital status, disability, neurotype or mental health, race or ethnicity, faith or belief, sexual orientation, socioeconomic background, and whether you’re pregnant or on family leave. We are an open environment that embraces diverse experiences, perspectives, and ideas – this drives our excellence.

Guided by our values and alignment with the UN Sustainable Development Goals, we create and contribute to equitable spaces and systems, while cultivating a sense of belonging for all. Our internal employee networks support our inclusive culture: from race, ethnicity and cross-cultural working to gender equity and LGBTQ+ and disability inclusion – we aim to create a space for you to express yourself and make a positive difference. Discover more about life at Arup at www.arup.com/careers/your-life-at-arup

We are committed to making our recruitment process and workplaces accessible to all candidates. Please contact nick.newell@arup.com to let us know if you need any assistance or reasonable adjustments throughout your application or interview process, and/or to perform the essential functions of the role. We will do everything we can to support you.

Our Application Process

To understand what to expect next, please visit  https://www.arup.com/careers/arup-careers-uk-application-process

All applications will be considered, and we will make every effort to respond within 72 hours of receipt. Please note that response times may be subject to delays during the festive period.

Stay safe online – Arup will never ask for your bank details as part of our recruitment process.

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