Gibson Dunn is a leading global law firm, advising clients on significant transactions and disputes. Our exceptional teams craft and deploy creative legal strategies that are meticulously tailored to every matter, however complex or high-stakes. The firm’s work is distinguished by a unique combination of precision and vision.

Based in any US office, the Director of User Experience (“The Director”) will play a pivotal role in shaping the digital landscape at Gibson Dunn to ensure optimal user satisfaction and efficiency. Charged with building a unified approach across the global Support Center, desktop support, training, firm events, and audio-visual & collaboration departments, the Director implements contemporary best practices in IT Service Management (ITSM) and Information Technology Infrastructure Library (ITIL).

By strategically deploying a target operating model (TOM) for UX and leveraging best in breed platforms such as ServiceNow, the Director enhances service delivery and resolves incidents promptly across all regions and practice groups of the firm. Consequently, the role extends to fostering collaboration among cross-functional teams and staying attuned to industry trends. Through these efforts, the Director ensures that technology aligns seamlessly with the firm’s objectives, elevating user experience and contributing to the overall success of the organization on a global scale.

This role reports to the Chief Technology Officer (CTO).

Responsibilities include:

• Lead and build the UX initiatives across the firm’s Support Center, desktop support, training, firm events, and audio-visual & collaboration departments across all worldwide offices and practice groups of the firm.
• Implement contemporary best practices in ITSM and ITIL framework to enhance operational efficiency and user satisfaction.
• Develop and execute a comprehensive TOM for streamlined service delivery across diverse departments and geographies.
• Drive the implementation and optimization of ServiceNow (or similar -TBD) platform to enhance service delivery, incident resolution, and user support processes.
• Foster collaboration and communication between cross-functional teams to ensure a seamless and user-centric experience.
• Working with the IS team training department and the firm’s professional development departments, help with the design and delivery of training programs to enhance user proficiency and satisfaction with technology tools and applications.
• Stay abreast of industry trends and emerging technologies to continually improve user experience strategies and practices.
• Establish and monitor key performance indicators (KPIs) to measure the effectiveness of user experience initiatives and drive continuous improvement.
• Collaborate with stakeholders to understand user needs and expectations, ensuring that technology solutions align with business objectives.
• Communicate to all stakeholders the ongoing strategy and achievements of the UX team at Gibson Dunn.
• Remain laser focused on the priority of building and nurturing a diverse team.
• Work with the firm’s InfoSec team to find the right balance between optimizing user experience and the critical importance of maintaining a secure technology estate.

• Strong interpersonal and communication skills are paramount, as the role involves collaborating with diverse teams across widespread locations.
• Excellent leadership skills derived from both strong Emotional Quotient (EQ) and Adaptability Quotient (AQ).
• The ability to work effectively under pressure and visibly demonstrate passion for the work they perform.
• A visible desire to gain an understanding of the legal services world, the forces at work within it and the unfolding roles of legal tech, Artificial Intelligence (AI), process reengineering and data science.
• Ability to partner with the with global IS Training and firm professional development team to deliver education in all relevant technologies across all regions.
• A solid understanding of the project sponsorship and stakeholder management, portfolio governance and associated processes that review, accept and promote project work.
• Excellent client service skills and the ability to partner effectively with all of the firm IS functions.
• The successful candidate should have a proven track record of successfully leading large-scale, global UX initiatives, particularly within professional services, or a similarly complex industry.

• A solid educational background in a relevant field combined with demonstrable experience in UX, ITSM, and leadership would be ideal.
• Demonstrated proficiency in deploying and optimizing platforms like ServiceNow is essential.
• A clear understanding of how to help deploy and support leading legal industry cloud solutions (iManage 10, IntApp and Office 365) is a strong requirement.
• Significant experience in implementing ITSM and ITIL best practices is crucial, along with a successful history of executing against a clear TOM to optimize service delivery.
• A seasoned and demonstrable understanding of cloud technologies, specifically O365, Azure, Teams, IntApp cloud and iManage 10 Cloud as how all those technologies interoperate.
• Hands on knowledge of the Apple and Android devices and mobile device management (MDM) platforms (specifically Microsoft Intune).
• Knowledge of Learning Management Systems (LMS).
• The ideal candidate should have a deep understanding of contemporary UX methodologies, emerging technologies, and industry trends.

Gibson Dunn will consider for employment qualified Applicants with Criminal Histories in a manner consistent with the requirements of local law.

Compensation & Benefits:

The annual compensation range for this position is $310-350k. The salary offered within this range will depend upon qualifications and other operational considerations.

Benefits offered for this position include health care; retirement benefits; paid days off, including sick time, and vacation time; parental leave; basic life insurance; Flexible Spending Accounts; as well as discretionary, performance-based bonuses.