We recently caught up with Angela Luu, Wotton Kearney’s Head of Client Operations & Digital Adoption, to discuss her new role and what it means for clients, the firm and the future of legal service delivery.

Drawing on her experience across legal operations, client service and digital transformation, Angela is leading a new function focused on helping WK deliver more connected, consistent and digitally enabled services.

By working across product lines and client teams, the Client Operations & Digital Adoption team will support smarter service delivery, stronger reporting and practical innovation that creates greater value for clients.

In this Q&A, Angela discusses joining WK, how the new team will support clients and the firm, what meaningful digital adoption looks like, and a little more about herself beyond the office.

Welcome to WK Angela! Can you tell us about your career journey and what drew you to WK?

I spent the first seven years of my career as a practising lawyer and the better part of a decade since helping legal teams deliver value beyond the legal advice across operations, client service and new ways of working. Somewhere along the way, I worked out what I enjoy and am good at: being a translator between the law, technology and the humans in the middle.

What drew me to WK was that this role didn’t exist before. The firm decided that how we deliver for clients shouldn’t just hold steady as we grow, it should become a competitive edge and it backed that with a seat at the table. Getting to build something this dynamic from the ground up, at a firm ambitious about where legal services are heading, was an exciting ‘yes’.

Can you share more about the new Client Operations & Digital Adoption team?

When I think about great service experiences I’ve had, what I remember isn’t one big thing, it’s all the small moments that just worked, without you having to ask.

That’s my mission for this team: taking every touchpoint across the life of a matter, from the day a client is onboarded to the way their claims are resolved and being deliberate about how each one is designed.

We work together with key functions that shape client service, including Finance on the commercials, BD on service standards, General Counsel on guardrails for AI, and Innovation on the legal tech that augments how we deliver – all of it so the client experiences one connected firm.

What does meaningful digital adoption look like? What opportunities will it create?

Digital adoption runs a spectrum. At one end, it’s AI tools and workflows that unlock better client outcomes and more interesting work for our people, like Harvey AI. At the other, it’s the basics of working in a digital platform and capturing data properly, changing habits lawyers have held for decades (we do love our paperwork).

Our new claims management system (OSCAR) is a good example: the shift isn’t the technology, it’s the way of working around it, so every matter adds to a joined-up picture of the firm rather than a folder of documents.

That’s why adoption is so important. We are carrying decades of hard-won experience, most of it locked in unstructured data, and it only becomes insight we can put in front of clients if people change how they capture their work today.

Looking ahead, what does success look like for the team over the next 12 months?

The headline is bringing our new claims management system to life. We are its custodians, and success means nurturing it into the foundation everything else builds on. Twelve months from now, I’d love this team to be front of mind across the firm and for our clients, the strategic function people bring into conversations early because of the value we add.

Underneath all of it, we have genuinely talented people in this team, and success means continuing to build our capability, work well together and enjoy what we do, because none of the rest happens without that.

What’s one thing people might be surprised to learn about you outside of work?

I’m a devoted fan of apocalyptic movies: zombies, natural disasters, you name it, I’ve seen it. What hooks me isn’t the chaos, its watching people pull together under challenging circumstances and get resourceful and creative. Come to think of it, that probably explains a lot about my day-to-day…