Director, Digital Workplace Experience

K&L Gates; Charlotte (NC); On-site; USD 150,000 - 230,000; Full time

Job summary

K&L Gates seeks a Director, Digital User Experience to lead the strategy and operating model for the firm's end-user technology experience, unifying support across Global Service Desk, deskside teams, document processing, and Digital Workplace Engineering.

This role partners with security, enterprise apps, and business leadership to advance AI-enabled service delivery, measure outcomes with EUEM/DEX programs, and drive adoption of Microsoft 365 and collaboration tools across the global offices.

Responsibilities

• Define and lead the firmwide Digital User Experience strategy aligning tech with productivity, collaboration, mobility, and client service goals.
• Provide unified leadership across Global Service Desk, deskside support, document processing, and Digital Workplace Engineering to ensure consistent, high-quality service.
• Own end-to-end Global Service Desk delivery, manage incidents and SLAs, and drive continual service improvement per ITIL/ITSM.
• Direct deskside teams across US and Europe/Middle East, aligning staffing and on-site service standards to each office, including VIP tech.
• Oversee document processing to ensure timely, accurate, and secure document design and formatting.
• Lead Digital Workplace Engineering for MS 365 suite and other productivity platforms shaping user experience.
• Establish EUEM/DEX programs to measure performance, sentiment, adoption, and productivity via analytics and feedback.
• Develop self-service and knowledge management to resolve issues efficiently, reducing friction and ticket volume.
• Execute a modernization roadmap focusing on automation, proactive AI-enabled support, and emerging workplace tech.
• Champion adoption of new workplace tech with training, change management and communication.
• Act as executive sponsor for Voice of the Customer programs to collect and act on feedback.
• Establish dashboards tracking service performance, adoption, sentiment, and impact of tech investments.
• Govern user experience standards across workplace tech for consistency and accessibility.

Job description

K&L Gates seeks a Director, Digital User Experience to lead the strategy and operating model for the firm's end-user technology experience, unifying support across Global Service Desk, deskside teams, document processing, and Digital Workplace Engineering.

This role partners with security, enterprise apps, and business leadership to advance AI-enabled service delivery, measure outcomes with EUEM/DEX programs, and drive adoption of Microsoft 365 and collaboration tools across the global offices.