Learning and User Experience Manager

The Learning andUser Experience Manageris 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,andidentifyopportunities to improve how technology supports productivity and operational effectiveness. The Manager partners closely with IT leadership, project teams,and businessstakeholdersto promote new technologies, support organizational change,and drive the effective adoption andutilizationof technology solutions.

This Manager will champion a user-centric approach to technology services, ensuring users are equipped with the knowledge, resources and support needed to successfullyleveragefirm technologies. Through training, communications, user engagement initiatives and continuous feedback, this rolehelpsenhance the overall end-user experience, maximize the value of technologyinvestmentsandidentifyopportunities to improveefficiencyand business outcomes. The position serves as a key advocate for users and works collaboratively across IT to supporttechnologyinitiatives and continuous improvement efforts

• Collaborate withHR Professional Development team and Senior Manager of Practice Supportto develop curriculum for Legal Admin Assistants and Paralegals aspart of onboarding and ongoing trainingcurriculum.
• Develop andmaintainstrongpartnerships across the IT practice group and business departments to understand business needs andidentifyopportunities to improve technology enablement, user experience,and operational efficiency.
• Lead and design,deliver, and continuously improve training programs, learning resources, communications,and technology adoption initiatives that promote effective use of firm technologies.
• Oversee the Learning and User Experience team, ensuring consistent, high-quality training, userengagementand support.
• Partner with IT leadership, PMO and project teams on technology implementations, ensuring appropriate training, communication, userreadinessand change management activities are incorporated into project plans.
• Evaluate user satisfaction, technologyadoption and usage trends; leverage feedback and metrics to improve the end-user experience, increase technologyutilizationand 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 Service Nowticket  trends and user feedback toidentifytraining,adoption and process improvement opportunities.
• Serve as a resource to end users and IT teams by promoting security awareness, technology best practices,and auser-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.

• Bachelor’s Degree or equivalent combination of education and experience.
• 5+ years of experience in technology training, userenablement, 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, Open Text), 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, changemanagementand continuous improvement initiatives.
• Experience measuring and analyzing training effectiveness, technologyutilization, useradoptionand customer satisfaction metrics.
• Strong communication, presentation,…