BigHand Product Lead in Newcastle upon Tyne

Norton Rose Fulbright is a global law firm with a deep commitment to our clients, their businesses and industries and our people. We are a trusted advisor to global and local organizations the world over, offering a broad range of legal services across key industries, including financial institutions; energy, infrastructure and resources; technology; transport; life sciences and healthcare; and consumer markets. With 7,000 people across 50 offices in the United States, the United Kingdom, Europe, Canada, Latin America, Asia, Australia, Africa and the Middle East, we work as one team to solve issues wherever they arise, no matter how complex they are.

The BigHand Product Lead will have end-to-end responsibility for the effective operation, development and continuous improvement of BigHand Workflow, ensuring the platform is appropriately configured and continues to meet business needs. A key focus will be proactively engaging with stakeholders across fee-earning, secretarial and business services teams to drive consistent and effective use, identify opportunities for improvement and ensure the platform continues to deliver value. The role will act as the subject matter expert for BigHand Workflow, working closely with IT, training teams, the vendor and business stakeholders and leading the business aspects of product upgrades and developments.

Key Responsibilities

• Product ownership and continuous improvement
  • Own the day-to-day operation, development, and continuous improvement of BigHand Workflow, acting as the principal subject matter expert for the platform.
  • Maintain a strong understanding of BigHand functionality, configuration, capabilities, and product roadmap, identifying opportunities for improvement and new functionality.
  • Manage, prioritise, and progress requests for changes to workflows, work types, request forms, and system configuration through to delivery.
  • Understand business requirements and translate these into effective system or process solutions.
  • Manage the vendor relationship and work collaboratively with IT training, and other relevant teams.
• System configuration, access, and governance
  • Manage user access and security, ensuring users are correctly assigned to the appropriate departments, teams, workflows, groups, roles, and permissions.
  • Configure and maintain departments, workflows, work types, request forms, groups, and associated system settings to support business and reporting requirements.
  • Manage licences and undertake regular checks of user access, configuration, and system data.
  • Maintain appropriate system documentation, administration guidance, and knowledge materials.
  • Ensure new and amended functionality is appropriately tested before implementation.
• Reporting and insight
  • Maintain and develop BigHand Power BI dashboards and produce and circulate regular reporting on system usage, activity, and relevant operational measures.
  • Monitor data quality and consistency to support accurate and meaningful reporting.
  • Analyse data to identify trends, patterns of usage and opportunities for further engagement or process improvement.
  • Translate data into clear, actionable insight to support informed business and operational decision-making.
• Business engagement and effective use
  • Build strong relationships across fee-earning, secretarial and business services teams, proactively engaging stakeholders to encourage consistent and effective use of BigHand.
  • Use data and stakeholder feedback to identify areas of low or inconsistent usage, understand barriers, and take targeted action to increase engagement and effective use.
  • Identify opportunities to enhance how BigHand is used to support business requirements, workflow management, and operational efficiency.
  • Deliver presentations, demonstrations, workshops, and stakeholder briefings, adapting the approach for different audiences.
  • Communicate the purpose and value of BigHand clearly and influence stakeholders to support effective and consistent use.
  • Evaluate stakeholder feedback and determine whether requirements are best addressed through product, process, training, or communication changes.
  • Follow through on engagement and improvement activity to assess its effectiveness and identify further action.
• Product development, upgrades, and change
  • Lead the business aspects of upgrades, releases, and new functionality, working with IT, the vendor, and stakeholders from requirements through to implementation.
  • Coordinate functional, regression and user acceptance testing as required.
  • Lead or support pilots and rollouts of new functionality, workflows, and use cases.
  • Develop and deliver clear communications, guidance, and presentations to support product changes.
  • Monitor implementation and usage following changes to ensure intended outcomes are achieved.

Key Skills and Experience

• Essential
  • Strong knowledge of BigHand Workflow, or demonstrable experience of owning and supporting a comparable workflow or business-process platform.
  • Experience of system configuration and administration, including user access, permissions, workflows, and forms.
  • Strong Power BI and reporting capability, with the ability to analyse data and translate it into meaningful business insight.
  • Strong stakeholder management and influencing skills, with the ability to build credible relationships across different audiences.
  • Excellent written and verbal communication skills, with confidence in presenting, demonstrating systems and communicating change.
  • Strong analytical and problem-solving skills, with the ability to understand business requirements and translate them into practical solutions.
  • Experience of coordinating system changes, testing, upgrades, or implementations.
  • Proactive and highly organised, with the ability to manage competing priorities, challenge constructively and take ownership through to delivery.
• Desirable
  • Experience within a legal or professional services environment and an understanding of secretarial, practice support, document production, or shared-services operating models.
  • Experience of business change, stakeholder engagement, or technology adoption.
  • Experience of working with technology vendors and internal IT teams.
  • Experience of developing process documentation, user guidance, or training materials.

Diversity, Equity and Inclusion

To attract the best people, we strive to create a diverse and inclusive environment where everyone can bring their whole selves to work, have a sense of belonging, and realize their full career potential. Our new enabled work model allows our people to have more flexibility in the way they choose to work from both the office and a remote location, while continuing to deliver the highest standards of service. We offer a range of family friendly and inclusive employment policies and provide access to programmes and services aimed at nurturing our people’s health and overall wellbeing. We are proud to be an equal opportunities employer and encourage applications from individuals who can complement our existing teams. We strive to create an inclusive and accessible recruitment process for all candidates. If you require any tailored adjustments or accommodations, please let us know.