Nicky Leijtens

Portrait of Nicky
Nicky Leijtens serves as the Head of Legal Operations at NautaDutilh, where she aims to provide outstanding client experiences by blending technology and human touch. With expertise in design thinking and operational excellence as a Lean Six Sigma Black Belt, Nicky is skilled in fostering continuous improvement and enhancing (legal) processes and performance to meet client satisfaction.
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Nicky leads NautaDutilh’s client feedback programme, overseeing continuous client feedback interviews, Net Promoter Score (NPS) surveys, and in-depth analysis to ensure the firm meets and surpasses client expectations. She translates this in-depth analysis into improved processes and strategies to enhance client satisfaction. Her commitment to client-centricity extends to her role as a trainer, offering extensive training on crafting impactful client journeys and improving client relationships. She has shared her knowledge with In-House Counsel through the Legal Operations Academy, where she taught about client centricity, legal operations, and process design.

Nicky's dedication to client excellence is matched by her efforts to promote a more inclusive legal industry. As a co-founder of She Breaks the Law, a global community, she has helped create a platform for women to connect, collaborate, and support each other. For her contributions to both client excellence and diversity in the legal profession, Nicky received the Financial Times Innovative Lawyers Europe Intrapreneur Award in 2023.

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