Head of Customer Experience and Quality

About LEAP

LEAP is the leading provider of Legal Practice Productivity Solutions in the world and is part of ATI – one of the largest international LegalTech companies. For more than 30 years, our curiosity and commitment to continual improvement has kept us reimagining productivity tools for lawyers and their staff to support our guiding purpose, to ‘Help lawyers who help people’. The market leading software we develop and support is used by more than 100,000 lawyers and their staff in small and medium sized law firms.

Working alongside our international team of passionate high achievers, you’ll join a fast-growing technology business where things seldom stay the same for long. With more than 1000 smart, caring and ambitious ‘LEAPsters’ working together across Australia, Canada, the United States, the United Kingdom, the Republic of Ireland, Poland and New Zealand, you’ll find yourself in good company here.

Meet the Holistic Quality team

We’re a leading authority in the LegalTech space and our Holisitic Quality Team are the detail-oriented specialists ensuring everything we say, do and deliver reflects our professional expertise globally. Driven by a user-centered approach to design, the Holistic Quality Team harness an insightful understanding of human behaviour, ensuring every experience feels human and memorable, keeping people coming back for more.

This is a team of curious minded legal industry experts who have a passion for the seamless experience of our users. They have strong relationships with development teams across each region, which enables them to ask the right questions and apply their skills to facilitate great user experiences.

What you'll do

As our product offering continues to expand and increases in adoption, ensuring the high quality of our product releases is critical to ensure our ongoing success. As the leader of the Holistic Quality team, you're here to put your eyes inside the mind of the customer. Your global stakeholders including Developers, Product Designers and Leadership will look to your team to provide detailed feedback on the functionality of newly built features or designs before their roll out to clients. The feedback your team provide will be applied to ensure the successful experience of our end users.

To make this happen, you will

• Lead a global team of experienced Quality testers based in Australia, the UK and the US.
• Thoroughly test products and features developed by all LEAP entities globally through various user scenarios and assess readiness for release. 
• Critically analyse the overall experience that LEAP clients have while interacting with LEAP software and features, including third-party integrations.
• Build trusted relationships with various stakeholders, including the Development team and third-party vendors.
• Engage with existing clients on an ongoing basis to understand and document usage of LEAP and related products.
• Document recommendations in order influence the approach to client training and marketing.
• Maintain knowledge and expertise of the LEAP product and its application to the legal industry.

What you'll bring

• Solid working experience within the legal industry and with legal processes
• In-depth experience working with LEAP and related products
• Experience managing a team
• Demonstrated ability to learn new skills
• Ability to work with technically minded people
• A quality orientation - you accomplish tasks by considering all areas involved, no matter how small, showing concern for all aspects of the job, and accurately checking processes and tasks
• Ability to build strategic work relationships to facilitate the accomplishment of work goals

You are the type of person who

• Has high-impact communication - you can clearly and succinctly convey information and ideas to individuals and groups in a variety of situations, and communicate in a focused and compelling way that drives others’ thoughts and actions
• Is customer focused - you ensure the customer perspective is a driving force behind business decisions and activities, crafting and implementing service practices that meet customers’ and the organization’s needs
• Is a strong problem-solver with analytical abilities and a keen eye for detail.
• Is curious - you're not afraid to ask questions and explore.
• Is a team player who understands that diverse opinions make a team and the benefit of achieving goals and decisions together.
• Is a proactive self-starter - you take the initiative to assess the current state of things and actively identify opportunities for improvement and innovation.

LEAP is an inclusive, people-first company committed to breaking down institutional barriers that keep people from reaching their potential. If you meet some, but not all of the requirements above, we encourage you to still submit your application.

Why join LEAP?

We build and develop a market leading, “Legal Tech” product and this is an incredible opportunity to impact the direction which that product takes. Apart from this you can also expect:

• A flexible, hybrid working model
• Friendly, supportive, and driven culture
• Generous Parental Leave benefits
• One additional paid Wellness Day per year
• Complimentary gym membership
• Fully stocked pantry
• Monthly massages