The Strategic Process Designer is responsible for shaping how the firm delivers its most important strategic priorities by designing and improving end‑to‑end processes, supported by clear, intentional client journey design.

The role leads the process design aspect of senior strategy and transformation initiatives, translating strategic intent into well‑defined processes, governance and performance measures, with journey design used to ensure changes work coherently from a client perspective.

The role also has responsibility for driving Client Share as a firm‑wide capability, ensuring it is actively embedded within relevant processes and client journeys through strong process design, effective alignment and high‑quality insight.

Strategic Process Design

• Lead the design of end‑to‑end processes and ways of working that support senior strategy and transformation initiatives.
• Translate strategic objectives into practical, implementable process designs that balance client experience, efficiency, risk and commercial outcomes.
• Simplify, standardise and strengthen processes to reduce friction, improve consistency and enable scalable delivery.
• Define clear roles, responsibilities, decision points, controls, SLAs and success measures within designed processes.
• Apply process improvement, service design and behavioural change principles to ensure solutions are sustainable and adoptable.

Client Journey

• Design and refine client journeys to support and validate underlying process design.
• Map and analyse client journeys to identify friction points, hand‑offs and experience risks created by process complexity or inconsistency.
• Ensure process designs align to client journeys and deliver clear, coherent experiences across services.
• Partner with Journey Managers and service leads to ensure journey considerations are appropriately reflected within strategic process work.

Driving Client Share

• Take responsibility for developing Client Share across the firm, ensuring it is embedded consistently within relevant processes and client journeys, working alongside the Journey Managers.
• Design and evolve the Client Share process and supporting journey touchpoints to reduce friction and strengthen adoption, data quality and outcomes.
• Ensure Client Share expectations are reflected in process design, performance frameworks, onboarding and training activity.
• Use insight and performance data to monitor Client Share activity, identify improvement opportunities and inform future process and journey design.

Insight, Data and Performance

• Define and embed meaningful metrics that measure process performance, adoption, journey effectiveness and outcomes.
• Use insight and data to identify process weaknesses, behavioural barriers and opportunities for improvement.
• Work closely with insight and performance teams to ensure reporting supports senior decision‑making and continuous improvement.

Stakeholder Engagement & Adoption

• Work closely with senior leaders, service heads and central teams to co‑design processes and build shared ownership of outcomes.
• Facilitate design sessions, workshops and alignment discussions to support understanding and buy‑in.
• Communicate process and journey designs clearly, translating complexity into practical guidance.
• Design adoption approaches that support behavioural change and embed new processes into day‑to‑day delivery.

Subject Matter Expert (SME)

• Champion and consider the voice of the client in all operational delivery improvements and amongst other teams and projects, identifying opportunities to maximise client value, productivity, efficiency and service delivery.
• Use understanding and appreciation of systems thinking and continuous improvement tools and techniques to encourage operational improvements as well as inspiring leaders with new ways of working.
• Drive and initiate client improvements ensuring that changes to processes and key performance indicators are client focussed.
• Build an understanding and awareness of client centric initiatives in the legal and non-legal sectors, to support the ongoing development of the Irwin Mitchel client experience and legal services delivery. 

Continuous Improvement Culture

• Champion a culture of continuous improvement within the organisation, encouraging feedback and innovative ideas from all levels of staff.  
• Organise regular review sessions to assess the effectiveness of improvements and identify further opportunities for enhancement. 
• Stay abreast of industry trends and advancements in operational efficiency to continually refine and evolve operational practices.

• Excellent influencing skills - capable of engaging with senior stakeholders and winning support from legal partners.
• Relationship orientated with a strong intellect.
• Collegiate team player, able to understand a complex organisation quickly, building trust and respect across stakeholders to support delivery.
• Resilient and change focused – will have a track record of delivering step change improvements, as well as incremental improvements within a business.
• Drive and ambition with a passion for continuous client service improvement.
• Excellent communication skills is able to build strong relationships based on credibility and integrity.
• Inquisitive mind-set and has the ability to look beyond the norm and find new ways of working.
• Excellent communicator, with high levels of emotional intelligence and empathy.
• Service Design experience is essential, ideally within professional services