Manager, Client Development - Voice of the Client

Join Goodwin’s Global Operations Team, and make a real impact on a global scale. At Goodwin, we work with some of the world’s most successful and innovative investors, entrepreneurs and disruptors in the life sciences, private equity, real estate, technology and financial industries, and where they converge. As part of the Global Operations Team – all business professionals at the firm – you’ll collaborate with colleagues from varied backgrounds and experiences, fostering an environment where cross-functional learning, networking, and collaboration are at the core of what we do.
Here, we’re not just supporting a law firm; we’re partnering with attorneys and clients to deliver cutting-edge solutions in high-stakes litigation and dispute resolution, world-class regulatory compliance and advisory services, and complex transactions. Our commitment to integrity, ingenuity, agility, and ambition drives us, and we’re proud to have been recognised as the “Best Business Team” by The American Lawyer.
This is your opportunity to grow professionally in a dynamic, global environment, surrounded by forward-thinking peers.

As legal services and client expectations continue to evolve, we are transforming how we listen to and act on client feedback. The Manager, Voice of Cient (VoC) efforts play a pivotal role in operationalizing our client listening strategy and ensuring that the voice of the client is embedded across the organization.

Reporting to the Director of Client Experience, this role is responsible for managing the day-to-day execution of our client feedback initiatives, including survey / conversation design and deployment, data analysis, reporting, and stakeholder engagement. The ideal candidate is passionate about understanding client needs, skilled in turning data into actionable insights, has experience in driving functional/process components of technology associated with client listening, and thrives in a collaborative, fast-paced environment.

What You Will Do:

Leadership

• Lead the design and scale up of our Voice of the Client Program, ensuring comprehensive coverage across all client touchpoints.

• Partner with senior executives and cross-functional teams to align data analytics with business objectives.

• Present insights to senior leadership, influencing key strategic decisions.

• Develop strategic plans, define goals, identify target segments, and collaborate cross-functionally.

• Set up governance structures to ensure timely and effective organizational responses to feedback.

• Drive program adoption within a global partnership model.

• Quickly adapt to changing market conditions, technologies, and customer preferences.

Program Management

• Develop and implement a client experience and feedback measurement framework, including KPIs, dashboards, and performance metrics to drive decision-making and operational efficiencies.

• Analyze and synthesize data to produce predictive and retrospective insights, supporting business strategies and decision-making with the right statistical rigor.

• Leverage technology to gather and synthesize data across various channels: online, live conversations, operational data, and surveys.

• Present data and insights in a visually appealing and easily understandable format.

• Identify, evaluate, and acquire relevant data sources, ensuring data quality and security

• Support the Director of Client Experience in evolving the VoC methodology, tools, and processes.

VoC Insights & Execution

• Foster a deep understanding of client needs, pain points, and value drivers to drive empathetic and client-centric decision-making.

• Leverage client journey maps to ensure VoC program is targeted around critical pain points, opportunities, and areas for improvement.

• Design and conduct research studies and surveys to gather insights on client preferences, behaviors, and satisfaction levels.

• Leverage data and behavioral analytics to improve service offerings and product innovation.

• Work with technology teams to deploy scaled client experience technology platform, (e.g., Qualtrics) as functional expert with a focus on business use cases, requirements gathering and rationalization, process optimization, change management, and technology adoption.

• Find integration points with the firm’s internal Voice of Goodwin program, to generate enhanced insights and share best practices.

• Collaborate with Client Development, Marketing, Business, Technology, and other Operational teams to optimize client experiences and address internal processes.

Additional Responsibilities:

• Manage ongoing configuration of the (Qualtrics) client experience technology platform to meet the firm’s requirements

• Oversee and administer the distribution of client surveys, monitor and manage target client contacts and track communications to maximize response rates.

• Serve as the primary administrator and expert of Qualtrics XM Platform

• Troubleshoot and resolve any Qualtrics-related issues, working directly with Qualtrics support as needed.

• Manage user access, permissions, and data governance within the Qualtrics Platform.

• Other duties and responsibilities as assigned.

Who You Are:

• Bachelor's degree in market/consumer research, data analytics/business intelligence, psychology, or business required; advanced degree preferred.

• 7+ years of experience in client insights, customer experience, or a related field, preferably in a professional service or B2B environment.

• Proven, hands-on experience with Qualtrics XM Platform is essential, including advanced survey logic, workflows and text analytics.

• A client advocate who is energized by uncovering insights that drive meaningful change.

• A collaborative team player who can work across departments to amplify the voice of the client.

• A strategic thinker who can balance short-term execution with long-term vision.

• Strong analytical skills with experience in client experience tools (e.g., Qualtrics, Medallia), data visualization (e.g., Power BI, Tableau), and Excel.

• Excellent communication skills with the ability to translate data into compelling narratives.

• Proven ability to manage multiple projects and stakeholders in a matrixed organization.

• Detail-oriented, proactive, and committed to continuous improvement.

• Minimum 3 days per week in the office.

• Travel as required for client meetings, industry events, and cross-office collaboration.

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Benefits and More

At Goodwin, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:

• Flexible work arrangements and hybrid work schedule

• Health, dental, and vision insurance

• Life and disability insurance

• Retirement & Savings Plan

• Emergency back-up child and adult care

• Paid vacation, sick time off, and holidays

• Professional development and career advancement opportunities

• Employee recognition and reward programs

• Employee wellness and assistance programs

• Employee discounts and perks

​Consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

Consistent with the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

Goodwin Procter LLP is an equal opportunity employer. This means that Goodwin Procter LLP considers applicants for employment, and makes employment decisions without unlawful discrimination on the basis of race, color, gender, gender identity or expression, age, religion, national origin, citizenship status, disability, medical condition, genetic information, marital status, sexual orientation, military or veteran status, or other legally protected status.
To request a reasonable accommodation to participate in the job application or interview process in the US, contact the Benefits Department by email or by phone at 617-570-1800. To request any disability or neurodivergence related accommodations to participate in the job application or interview process in the UK or Germany, please email the Recruiting Department. Any information you provide will be in the strictest confidence, and only used for the purpose of providing the accommodations needed. Requesting accommodations will not adversely affect the outcome of your application.