Client Insights and Design Manager

Client Insights and Design Manager

When you think about innovation you probably don’t think about Slater and Gordon Lawyers but you should. Slater & Gordon Lawyers has been a leading social justice law firm for over 85 years and this longevity has been achieved through constant evolution. This is still true today as we continue to challenge ourselves to be at the forefront of legal innovation that delivers exceptional care to our clients.
- What are we looking for?

Reporting to the Head of Client Intake and Care, the role has two key purposes; 1) to help us to understand our clients’ experience at every touchpoint and at every stage of their legal journey and 2) to co-design continuous innovation and improvements in response to clients’ needs

**The role**:

- A deep curiosity, with demonstrable experience of designing and undertaking research, gathering both quant and qaul insights that inform products, services and experiences
- You’re a ‘storyteller’ who can convincingly communicate client insights and deliver recommendations that will deliver the change that will make our clients’ experience exceptional
- You’ll thrive in an entrepreneurial environment that embraces ambiguity and experimenting with ideas, as you’ll have the freedom to explore and design related improvements
- You’re a systems thinker who is logical and methodical with an enterprise mindset
- You'll have outstanding organisational and planning skills as you help to prioritise to align with business priorities
- You have high attention to detail but understand that ‘near enough is good enough’
- We run lean and enjoy a flat structure and so you’ll need to be comfortable switching between strategic planning and ‘getting on the tools and getting stuff done’
- As well as the exciting innovation we also support the day to day experience of our clients by reviewing key metrics/ insights and engaging stakeholders to make tactical changes to enhance our clients’ experience

**Your experience**:

- 2+ years of experience, designing and leading CSAT/ research/ insights initiatives and supporting action plans
- Designing and conducting experiments, gathering feedback and insights to inform recommendations
- Leading workshops with diverse groups; ideating using human centred service design approaches
- Demonstrable experience of developing high quality design artefacts; personas, blueprints, journey maps and prototypes
- Visualising and presenting concepts to Executive leaders (Illustrator, Figma, Miro )

**Other experience that we’d value**:

- Process mapping; developing decision trees/ triages
- Vendor management
- Lean Startup experimentation
- Business change management
- Contact Centre design/service delivery

Why work for us?

Slater and Gordon is a leading Australian Personal Injury & Class Actions law firm. Our people are passionate advocates for clients, providing a personal and caring service. For their part, our clients value an expert, tailored service from people they can depend on.

We pride ourselves on offering accessible, world class legal services to people from all backgrounds and socio-economic circumstances. We work hard to simplify the legal process for them and provide support and guidance along the way.

At Slater and Gordon you’re exposed to varied and interesting work and the constant opportunity to make a real difference to the lives of everyday people.

Slater and Gordon employees enjoy a genuine opportunity for professional development in an environment that values and recognises high performance.

What next?