Legal Operations Lead: AI, CLM & Process Innovation in England

Collinson is the global, privately-owned company dedicated to helping the world to travel with ease and confidence. The group offers a unique blend of industry and sector specialists who together provide market-leading airport experiences, loyalty and customer engagement, and insurance solutions for over 400 million consumers.

Key Responsibilities:

• Coordinate and deliver Legal Operations projects, including key transformation initiatives such as CLM, e-billing, AI, and process improvements.
• Design, manage, and improve Legal intake and triage processes to ensure work is routed efficiently to the appropriate lawyer, team, or external counsel.
• Maintain and manage project plans, timelines, risks, and dependencies, ensuring delivery aligns with business priorities.
• Support and facilitate workshops and act as the central coordination point across Legal, IT, Commercial, Finance, Procurement, and other teams.
• Build strong stakeholder relationships and support accountability and follow-through.
• Partner with Legal leadership to balance workloads, identify bottlenecks, and improve responsiveness to the business.

Operations & Process Improvement:

• Support the ongoing running of core Legal Ops processes, including service delivery, CLM, e-billing and AI adoption, external counsel engagement, and knowledge management.
• Develop and maintain policies, procedures, playbooks, and operating rhythms.
• Contribute to identifying inefficiencies and support the implementation of technology-driven improvements.
• Translate business requirements into clearly defined system changes and coordinate support.

Reporting & Data Insights:

• Maintain oversight of initiatives using tracking tools (e.g. Smartsheet) and provide clear updates on progress, risks, and outcomes.
• Improve data capture, reporting consistency, and quality across Legal systems.
• Support reporting and data-driven insights for leadership.
• Track and report on key Legal metrics, including matter volumes, turnaround times, workload distribution, technology adoption, external legal spend, contract cycle times, risk categories, and stakeholder demand.
• Support change management, ensuring new processes and systems are adopted effectively.
• Identify opportunities to leverage automation, AI, and legal technology to improve efficiency.
• Develop and maintain user guidance, training materials, governance documentation, and best-practice standards for legal systems.
• Monitor system performance, user adoption, data quality, and process compliance, escalating risks or issues where required.
• Support the evaluation, procurement, renewal, and implementation of legal technology solutions.
• Promote a culture of operational discipline, accountability, and continuous improvement within the Legal team.

Knowledge, skills and experience required:

• Demonstrates relevant experience in Legal Operations, Contract Management, or Legal Project support (in-house preferred), working alongside legal, risk, or compliance teams.
• Experience implementing and delivering legal projects or transformation initiatives, including exposure to CLM implementation or onboarding.
• Hands-on experience supporting implementation, optimisation, administration, or adoption of legal technology solutions (e.g. CLM, e-billing, AI tools or similar).

Skills & Attributes:

• Strong organisational and project coordination skills, with working knowledge of project management tools and methodologies (e.g. PRINCE2 or equivalent preferred).
• Experience using project tracking tools (e.g. Smartsheet or similar).
• Analytical mindset with the ability to interpret data and identify trends (experience with tools such as Power BI is an advantage).
• Excellent stakeholder management, communication, change management and relationship-building skills.
• Strong problem-solving and critical thinking capability.
• Proficiency in Microsoft Office (particularly Excel).
• Ability to manage multiple priorities in a fast-paced environment.
• Proactive, detail-oriented, and collaborative, with a strong focus on delivery and follow-through.

Collinson is an equal opportunity employer and welcomes differences in all their forms including: colour, race, ethnicity, gender identity, sexual orientation, neurodivergence, family status, age, individuals with disabilities and people from all backgrounds, cultures and experiences as we strongly believe this contributes to our on-going success.

We are focused on continually evolving our purpose driven, high performing culture, providing an environment where our people have the opportunity to achieve their full potential and do interesting and meaningful work.

Our company values are: Take Action, Do the right thing, One team and Be insight led. These help guide everything we do internally in terms of how we think, act and interact, right through to how we deliver value to our customers and clients.