Job Title:  Senior Consultant | CSAD-Digital Transformation | Bengaluru | Customer Strategy & Design

Technology & Transformation – Customer Strategy & Design

(CS&D) | Consultant (DAP)

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Your work profile

As a Consultant  in our CS&D Team you’ll build and nurture positive working relationships with teams and clients with the intention to exceed client expectationsJob Title: 

Digital Adoption Platform (DAP) Specialist – WalkMe / Whatfix 

Location: 

Bengaluru/Mumbai (Onsite – as per organization policy) 

1. Job Summary 

The Digital Adoption Platform (DAP) Specialist is responsible for designing, implementing, and governing the organization’s digital adoption initiatives using WalkMe and/or Whatfix. The role drives usercentric adoption of enterprise applications, creates interactive walkthroughs, and provides analytics to continuously improve user experience and productivity. The Specialist works closely with business stakeholders, IT, changemanagement, and learning teams to ensure seamless onboarding, change adoption, and sustained usage of critical SaaS and onpremise applications. 

2. Key Responsibilities 

Area 

Responsibilities 

Strategy & Planning 

• Define DAP strategy aligned with business goals and digital transformation roadmap. 

• Conduct adoption readiness assessments and create adoption plans (discovery, build, UAT, golive, support). 

Solution Design & Development 

• Build and maintain interactive guides, tooltips, checklists, and inapp training using WalkMe/Whatfix. 

• Configure segmentation, triggers, and analytics dashboards. 

• Ensure content follows UI/UX best practices and accessibility standards. 

Implementation & Rollout 

• Lead endtoend implementation projects (discovery, build, test, UAT, golive) for target applications. 

• Coordinate with IT, product owners, and business users to integrate DAP with authentication and data sources. 

• Conduct pilot programs, collect feedback, and iterate solutions. 

Governance & Support 

• Establish governance model (version control, approval workflow, changerequest process). 

• Provide postgolive support (PGLS) and continuous improvement based on usage analytics. 

• Maintain documentation, runbooks, and knowledgebase articles. 

Analytics & Reporting 

• Monitor adoption metrics (completion rates, timetotask, error reduction). 

• Produce regular executive dashboards and recommend optimization actions. 

Stakeholder Management & Training 

• Act as the DAP SME for business units and serve as the primary point of contact. 

• Conduct trainthetrainer sessions, webinars, and create selfservice learning material. 

• Communicate roadmap updates and best practices to stakeholders. 

Vendor & Tool Management 

• Manage relationships with WalkMe / Whatfix account managers; negotiate licences and support contracts. 

• Stay current on product releases, new features, and industry trends. 

3. Required Skills & Qualifications 

Category 

Minimum Requirements 

Education 

Bachelor’s degree in Computer Science, Information Systems, Business Administration, HumanCentered Design or related field. 

Experience 

• 3 to 5 years of experience implementing digital adoption platforms (WalkMe, Whatfix, Pendo, Appcues, etc.). 

• Proven track record of delivering DAP projects endtoend across multiple enterprise applications. 

Technical Skills 

• Proficiency with WalkMe Builder / Whatfix Designer (flow creation, segmentation, analytics). 

• Understanding of SaaS integrations (SSO, APIs, JavaScript, HTML/CSS). 

• Familiarity with projectmanagement tools (Jira, MS Project, Smartsheet). 

Analytical Skills 

• Ability to interpret usage data and translate insights into actionable improvements. 

• Experience with KPI definition and dashboard creation. 

Communication 

• Excellent verbal and written communication; ability to simplify complex workflows for nontechnical audiences. 

• Strong presentation and stakeholderengagement skills. 

Education- B.Tech/ MBA/BE/MCA

Soft Skills 

• Usercentric mindset, problemsolving orientation, and changemanagement acumen. 

• Ability to work independently and as part of crossfunctional teams. 

Certifications (Preferred) 

• WalkMe Certification (e.g., WalkMe Designer, WalkMe Analyst). 

• Whatfix Certification (if applicable). 

• Change Management (Prosci, ADKAR) or UX/UI design certifications. 

4. Desired / Preferred Experience 

• Experience in largescale digital transformation programs. 
• Exposure to CRM, ERP, HRIS, or other enterprise systems (Salesforce, ServiceNow, SAP, Workday, etc.). 
• Knowledge of accessibility standards (WCAG) and localization. 
• Background in instructional design or adult learning principles. 

5. Key Competencies 

Competency 

Description 

Customer Obsession 

Prioritises enduser experience; anticipates needs and resolves adoption barriers swiftly. 

Strategic Thinking 

Aligns DAP initiatives with broader business objectives and ROI expectations. 

Collaboration 

Works effectively across IT, product, learning, and business teams. 

Continuous Improvement 

Leverages data to iterate and enhance digital adoption solutions. 

Leadership 

Leads crossfunctional project teams and mentors junior DAP practitioners. 

6. Working Conditions 

• Standard office hours with occasional extended hours during golive or critical release windows. 
• May require travel (≤ 15 %) to business sites, client locations, or vendor events. 

7. Performance Metrics  

• Adoption rate improvement (e.g., % of users completing guided flows). 
• Reduction in support tickets related to target applications. 
• Timetotask reduction measured postimplementation. 
• User satisfaction scores (NPS, CSAT) for DAP experiences.