Director of User Experience Job at Polsinelli in Houston

Position Summary

Polsinelli seeks a Director of User Experience in IT to lead the firm’s end-user service delivery strategy and champion the attorney technology experience across all offices. This leader is the visible face of technology to attorneys and firm leadership, an ardent advocate for a seamless modernized experience, and a direct trusted partner to the CIO contributing to overall IT strategy and its alignment to firm goals.

Success demands a strong and assertive presence, balanced with high emotional intelligence, deep relationship skills, and proven experience in professional services environments. The role requires a calming, steady force who can diffuse challenges, advocate fiercely on behalf of the user and attorney experience, and ensure exceptional levels of support and satisfaction at every touchpoint.

You will operate in an environment where priorities evolve quickly and expectations are high. To excel, you’ll need the agility to adapt, anticipate needs, address challenges proactively, and deliver operational excellence with a high degree of autonomy. The CIO will look to you as an extension of their leadership, driving best-in-class support and managing the relationship with attorneys and firm executives.

Core Responsibilities

Service Delivery Strategy & Governance

• Own the firmwide end-user service delivery strategy, aligned to CIO vision and business priorities.
• Maintain accountability for SLAs, KPIs, and overall satisfaction scores.
• Serve as a key member of the Change Advisory Board (CAB), ensuring attorney / user impact is central to all technology decisions.
• Drive continuous improvement in service delivery processes across the firm.

Support Oversight & Escalations

Attorney Relationship & Advocacy

Communications & Change Management

Metrics & Reporting

Vendor & Tool Management

Team Leadership & Development

Innovation & Continuous Improvement

Qualifications

Must-Have

Strongly Preferred

Budget for this role is $175,000 – $220,000

Polsinelli PC is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to gender identity and expression, race, color, religion, sex, national origin, sexual orientation, age, disability, ancestry, marital status, military or veteran status, or any other characteristic protected by law.

#J-18808-Ljbffr