Learning and User Experience Manager

The Learning and User Experience Manager is responsible for leading the firm’s technology learning, user experience, technology adoption, and change management initiatives. This role leads the Learning and User Experience team in engaging with users across the firm to understand business needs, gather feedback, and identify opportunities to improve how technology supports productivity and operational effectiveness. The Manager partners closely with IT leadership, project teams, and business stakeholders to promote new technologies, support organizational change, and drive the effective adoption and utilization of technology solutions. 

The Manager will champion a user-centric approach to technology services, ensuring users are equipped with the knowledge, resources and support needed to successfully leverage firm technologies. Through training, communications, user engagement initiatives and continuous feedback, this role helps enhance the overall end-user experience, maximize the value of technology investments and identify opportunities to improve efficiency and business outcomes. The position serves as a key advocate for users and works collaboratively across IT to support technology initiatives and continuous improvement efforts

Responsibilities:

• Collaborate with HR Professional Development team and Senior Manager of Practice Support to develop curriculum for Legal Admin Assistants and Paralegals as part of onboarding and ongoing training curriculum. 
• Develop and maintain strong partnerships across the IT practice group and business departments to understand business needs and identify opportunities to improve technology enablement, user experience, and operational efficiency. 
• Drive the effective and efficient use of firm technology systems by delivering training, promoting best practices, and identifying opportunities to enhance user productivity and experience.  
• Lead and design, deliver, and continuously improve training programs, learning resources, communications, and technology adoption initiatives that promote effective use of firm technologies. 
• Support change management initiatives related to the implementation of new systems and technologies by partnering with stakeholders to communicate changes, prepare users, and encourage successful adoption. 
• Oversee the Learning and User Experience team, ensuring consistent, high-quality training, user engagement and support. 
• Partner with IT leadership, PMO and project teams on technology implementations, ensuring appropriate training, communication, user readiness and change management activities are incorporated into project plans. 
• Evaluate user satisfaction, technology adoption and usage trends; leverage feedback and metrics to improve the end-user experience, increase technology utilization and drive continuous improvement. 
• Develop and publish user-focused communications, best practices, and learning resources that encourage productivity, adoption, and effective use of technology. 
• Develop and maintain metrics that measure training effectiveness, user engagement, technology adoption, and overall business impact. 
• Monitor ServiceNow ticket trends and user feedback to identify training, adoption and process improvement opportunities. 
• Serve as a resource to end users and IT teams by promoting security awareness, technology best practices, and a user-centered approach to technology services. 
• Travel to other offices as needed to support business operations, attend meetings, and collaborate with colleagues.
• Stay current on industry trends, learning methodologies, user experience best practices, and emerging technologies, providing recommendations to improve technology effectiveness within the firm. 
• Other duties as assigned by the Associate Director of IT Operations. 

Qualifications:

• Bachelor’s Degree or equivalent combination of education and experience.
• 5+ years of experience in technology training, user enablement, learning and development, or a related field within a law firm or professional services environment. 
• Experience managing teams and supporting users across a multi-office environment. 
• Strong knowledge of Microsoft 365, document management systems (iManage, OpenText), and other enterprise business applications. 
• Experience designing and delivering instructor-led, virtual, self-service, and e-learning training programs. 
• Demonstrated ability to drive technology adoption, user engagement, change management and continuous improvement initiatives. 
• Experience measuring and analyzing training effectiveness, technology utilization, user adoption and customer satisfaction metrics.
• Strong communication, presentation, stakeholder management and relationship-building skills.
• Ability to troubleshoot technology issues, understand user needs and translate technical concepts into effective learning support solutions. 
• Detail-oriented, organized and able to work effectively with all levels of the organization and external vendors. 

Compensation range is $116,700 to $145,800 commensurate with related experience and qualification. The salary of the candidate selected for this role will be set based on a variety of factors, including but not limited to internal equity, experience, specialty, and training. The above salary range (or hiring range) represents the firm's reasonable estimate of the range of possible compensation at the time of posting.