Paralegals at the Heart of Transformation: Lucie Jones
Client services are evolving rapidly, and paralegals are playing a pivotal role in this transformation. We discussed to Lucie Jones about how EIP is adapting, the innovations shaping the future, and what this means for clients and teams alike.
How has the role of paralegals changed in recent years at EIP?
For me, the biggest shift has been seeing paralegals step out from the background and emerge as key players. They have evolved from behind‑the‑scenes administrators to trusted client partners. Today, they lead on key accounts, manage complex portfolios, and shape how things get done. While communication with attorneys remains essential, in line with our Samverkan value, paralegals are encouraged to be proactive, autonomous and client-facing. They are also central to how we deliver value to our clients, as was demonstrated in our EIP Talks podcast episode.
Listen to podcast
What innovations or processes are driving transformation in client services?
We are focusing on smarter workflows and digital innovation. Our teams have access to AI tools, advanced reporting and cutting-edge research and analytics platform Patently. Paralegals now have the flexibility to clear non‑critical deadlines quickly, while our Records team can concentrate on the critical ones, ensuring accuracy where it matters most. At the same time, we are participating in the MyEPO and OneIPO pilots, giving us a head start as these platforms are set to become the standard for electronic filings.
How do these changes benefit clients and improve overall service delivery?
Clients see faster turnaround, fewer errors and greater consistency. Dedicated 'Client Lead Paralegals' build stronger relationships and anticipate needs, while we keep exploring how digital solutions can help us work smarter. These improvements do more than save time, they help keep costs under control. By cutting duplication and reducing wasted effort, we deliver more value for every pound spent. The result is a service that is efficient and cost smart, maintaining the same high standards across every portfolio.
What skills do you think will be most important for paralegals in the future?
Paralegals already have the skills they need for the future. They are used to change: adaptability is part of the job. From juggling deadlines to learning new systems, they have shown time and again that they can evolve. Those same qualities will help them navigate the AI revolution. What matters now is confidence. Paralegals need to recognise the value they bring to every client portfolio and trust their ability to lead. Technology will support them, but the human touch, clear communication, empathy and judgment, will remain at the heart of great client service.
Can you share an example of a recent initiative that made a big impact?
Setting up the Client Lead Paralegal model has shown just how much value paralegals bring to our key client accounts. We built on what was already working well in some of the teams and made it part of our standard way of working. We have also taken steps to raise paralegals' profile: adding them to our website, showcasing their achievements and including them in pitches to new clients. They are no longer behind the scenes; they are recognised as essential contributors and an integral part of our client service.
If you could give one piece of advice to someone starting as a paralegal today, what would it be?
Be curious. Step out of your comfort zone now and then, not too far, but enough to keep growing. Find role models, connect with people you admire, and learn from them. You don’t have to have it all figured out, just be curious and willing to try.
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