Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.
Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.
This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.
As legal services and client expectations evolve, we are reshaping how legal services are delivered. This pivotal leadership position is responsible for reimagining our approach for understanding client needs and using those insights to elevate the client experience at every stage. This includes leading our program to capture the voice of the client, enabling insight-driven decision-making across the organization, and driving adoption, retention, and growth outcomes.
Reporting into the Chief Client Relationship Officer (CCRO), this is an exciting opportunity for a results-oriented leader who views the world from a client perspective and is adept at integrating strategic thinking with advanced technology to drive impact at scale. They have a passion for converting data into actionable business insights, proven ability to influence and guide senior stakeholders, build operational infrastructure, and develop differentiated offerings/experiences that align with the needs of the clients. They are savvy at navigating for results in matrixed organization and willing to roll-up their sleeves to drive business outcomes.
What You Will Do:
Strategic Leadership
Stand up a scaled Voice of the Client (VoC) Program that fosters a deep understanding of clients' evolving legal and business needs to guide the design of valuable offerings.
Develop nuanced client personas to guide client experience (CX) strategy and inform the listening program with the right focus as well as mix of technology and personalized feedback models.
Provide strategic guidance and oversight to client journey mapping, research studies and surveys to gather insights on client preferences, behaviors, and satisfaction levels, informing client experience strategies and improvements
Align targeted client experience outcomes with client personas, firm, and practice group strategy. Engage with key stakeholders, present, and report on program initiatives and KPIs.
Assess and deploy the right talent and operating model that leverages exceptional capabilities on the current team across Client Development, Marketing, and other Global Operations teams. Provide oversight to the VoC team.
Partner cross-functionally with legal professionals, the Global Operations Team, and other departments to ensure alignment and successful implementation of client transformation initiatives. Serve as a trusted advisor to firm leadership on client-centric strategies.
Operate as the functional owner for client feedback and experience technologies (e.g., Qualtrics), including prioritizing use cases and functionality, developing and rationalizing requirements, user-experience with these technologies, process optimization, change management, etc. in close collaboration with the marketing technology team.
Program Management
Integrate client experience into core legal and business processes, including client onboarding, legal service delivery, and partner support, ensuring a seamless and exceptional client experience.
Develop a suite of signature offerings that meet client needs and align with the firm’s strategic growth and business development goals.
Identify gaps, inefficiencies, and high-impact opportunities in the client journey. Utilize these insights alongside an understanding of market trends in legal tech and operations to inform new growth initiatives and service innovation.
Set up governance structures to ensure timely and effective organizational responses to feedback. Adapt quickly to changing market conditions, technologies, and client preferences
Insights & Execution
Tailor CX measurements and insights to legal services, leveraging data to develop actionable insights into client satisfaction, value perception, eminence, brand enhancement opportunities, and areas for service enhancement.
Establish research best practices and standards through understanding industry best practices and benchmarks to enable internal and external research activities and inform strategic decision-making.
Drive cross-functional learning & development initiatives to embed a client-centric mindset across the firm and to build the knowledge and skills necessary to deliver world-class client experiences.
Connect client insights to stakeholders and initiatives across the firm to promote data-driven decision-making and a client-centric mindset.
Other duties and responsibilities, as assigned.
Who You Are:
12+ years of leading client insights, feedback and experience design efforts, preferably within a professional services firm.
Advanced degree in strategy, business, research, data science, technology, or related fields preferred
Strong leadership presence and the ability to influence at all levels, including partners, senior attorneys, and firm leadership.
Proven experience in designing, implementing, and scaling client insights, feedback and experience programs in a complex matrixed organization. Ability to build a practical roadmap to deliver early wins and build on the success to drive firmwide adoption.
Demonstrated ability to identify and stitch relevant quantitative and qualitative data related to client engagement and preferences across multiple channels/systems, combined with structuring insights with the right statistical rigor to inform business decisions.
Analytical mindset, with the ability to interpret market data, competitive intelligence, and client insights to shape strategy.
Excellent executive communication skills—able to present complex ideas in a clear, persuasive, and actionable manner.
Evidence of team and strategic program leadership (interaction with cross-functional partners, conflict resolution, and consensus-driving) and project management (planning, prioritization, objective setting, meeting management, and plan execution) is required
Relentless focus on continuous improvement and a willingness to challenge the status quo, leveraging proven techniques to generate ideas, conduct test-and-learns, and refine ongoing solutions.
Ability to operate with a high degree of autonomy and accountability while collaborating effectively in a matrixed organization.
Significant prior experience managing external vendors/consultants and driving successful technology implementations in this area, particularly with a view to process redesign, adoption, and change management.
Solid judgment about priorities and timing, ability to think out of the box to drive solutions as well as inspire people outside of direct reporting line to engage with CX efforts.
Proven experience communicating complicated analyses simply and clearly for senior management is required.
Proficiency in Microsoft Suite and experience with Marketing, Research, and Business Intelligence systems.
Minimum 3 days per week in the office.
Travel as required for client meetings, industry events, and cross-office collaboration.
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Benefits and More
At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:
Flexible work arrangements and hybrid work schedule
Health, dental, and vision insurance
Life and disability insurance
Retirement & Savings Plan
Emergency back-up child and adult care
Paid vacation, sick time off, and holidays
Professional development and career advancement opportunities
Employee recognition and reward programs
Employee wellness and assistance programs
Employee discounts and perks
Consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.
Consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.
Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.
To request a reasonable accommodation to participate in the job application or interview process in the US, contact the Benefits Department by email or by phone at 617-570-1800. To request any disability or neurodivergence related accommodations to participate in the job application or interview process in the UK or Germany, please email the Recruiting Department. Any information you provide will be in the strictest confidence, and only used for the purpose of providing the accommodations needed. Requesting accommodations will not adversely affect the outcome of your application.