Director of Client Experience

This is a fully remote position, open to applicants in United States.

📋 Description

• Take charge of the comprehensive client experience throughout all phases of the client journey and various touchpoints.

• Establish what clients should feel and experience during human, digital, and self-service interactions.

• Discover opportunities to strengthen relationships, enhance responsiveness and engagement, and boost retention through effective claim resolution.

• Develop and sustain a voice-of-client program, encompassing survey design, feedback analysis, and actionable insights.

• Link client feedback to enhancements at individual offices and across the organization.

• Present insights on client trends and behavioral drivers to executive leadership.

• Identify points of friction, confusion, inconsistencies, and unnecessary challenges throughout the client journey.

• Locate, share, and scale effective client-experience practices across 19 locations.

• Collaborate with operations and training to empower over 400 team members to provide outstanding client care.

• Work with marketing to create consistent CX/EX communications.

• Foster a CX culture through education, training initiatives, and internal communications.

• Examine how client experience impacts retention, referrals, loyalty, and growth.

• Represent the client perspective in leadership discussions and advocate for enhancements in client-facing processes.

• Establish and oversee CX standards while auditing touchpoints and service delivery against benchmarks.

• Report directly to the CEO and collaborate across functions with marketing, sales, client services, accounting/finance, technology, and operations.

⛳️ Requirements

• Extensive experience (8-12 years) in leading customer/client experience or a similar client-focused role in a multi-unit organization.

• Strong background in experience marketing, including insights into what drives engagement and long-term client relationships.

• Experience in owning and interpreting VoC/NPS programs at the program-design level, rather than just at the reporting level.

• Proven success in enhancing client experience and retention.

• Ability to leverage data and client feedback to identify opportunities and translate insights into actionable plans.

• Experience working across departments and locations, influencing teams without direct management authority.

• A genuine interest in the legal field and the significant role that diligent representation plays in the lives of individuals seeking legal assistance.

• Inquisitive, meticulous, observant, and skilled at posing insightful questions.

• Capability to inspire individuals to enhance the client experience.

• A systems- and process-oriented mindset, complemented by creativity in generating and implementing ideas.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance plans.

• Generous paid time off and flexible work arrangements.

• Opportunities for professional development and career advancement.

• Supportive and inclusive work environment.