Director of Client Experience
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- United States
- Work type
- Remote
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Rob Levine Law is looking for a Director of Client Experience to help us create a remarkable, consistent client experience for 1,200+ new clients per month. The experience will be delivered across our 4 areas of practice, Personal Injury, Social Security Disability, Veterans Disability and Workers Compensation. We represent clients throughout all 50 states.
This person will be responsible for all interactions and touchpoints across the client journey and will own the entire client experience from end-to-end. From initial prospecting/intake calls through to case resolution, this person will make sure that the firm’s 400 team members deliver exceptional experiences across a host of primary touchpoints including phone calls, text messages, emails, printed documents, video interactions (recorded and live), and in-person meetings.
The Director of Client Experience will serve as the clients’ biggest champion — constantly looking at our law firm and its offerings through their eyes and asking: What’s working? What’s not working? What’s frustrating? What could be better? How can we be even more remarkable?
This is a highly collaborative role, reporting directly to the CEO but working cross-functionally across marketing, sales, client services, accounting/finance, technology, and operations to eliminate friction and design experiences that drive loyalty. The goal will be to turn client insights and needs into clearly defined action steps that make delivering great experiences easier for our teams. You will need to be systems and process minded, while also serving as a creative generator and implementor.
Responsibilities
This person will be responsible for all interactions and touchpoints across the client journey and will own the entire client experience from end-to-end. From initial prospecting/intake calls through to case resolution, this person will make sure that the firm’s 400 team members deliver exceptional experiences across a host of primary touchpoints including phone calls, text messages, emails, printed documents, video interactions (recorded and live), and in-person meetings.
The Director of Client Experience will serve as the clients’ biggest champion — constantly looking at our law firm and its offerings through their eyes and asking: What’s working? What’s not working? What’s frustrating? What could be better? How can we be even more remarkable?
This is a highly collaborative role, reporting directly to the CEO but working cross-functionally across marketing, sales, client services, accounting/finance, technology, and operations to eliminate friction and design experiences that drive loyalty. The goal will be to turn client insights and needs into clearly defined action steps that make delivering great experiences easier for our teams. You will need to be systems and process minded, while also serving as a creative generator and implementor.
Responsibilities
- Own the Client Experience. Help define what we want clients to experience and feel at every stage of their relationship with us, across all touchpoints (human, digital, and self-service).
- Drive Relationship Depth and Retention. Bring a strong relationship-building lens to the client experience, identifying opportunities to deepen connections, increase responsiveness and engagement, and give clients more reasons to stay committed to the representation through claim resolution.
- Listen to Clients. Make sure we have simple, effective ways to understand what clients love, what frustrates them, and why they stay or leave. Build and maintain a voice-of-client (VoC) program: designing surveys, analyzing feedback data, and synthesizing insights into actionable recommendations.
- Turn Feedback into Action. Connect the dots between what clients are telling us and what we can change/improve, at individual office locations and across the organization. Present client trends and behavior drivers to the firm’s executive leadership team.
- Find the Friction. Look across the client journey for unnecessary hassles, inconsistencies, points of confusion, or moments that aren’t living up to the experience we want to deliver.
- Spot and Scale What’s Working. With 19 locations and 1,200+ new clients per month, chances are someone, somewhere has already solved a problem or created a fantastic client experience. Help us find those wins, share them, and scale the best ideas.
- Help 400+ Team Members Deliver a Remarkable Experience. Partner with operations and training to make sure our teams have the tools, clarity, and support they need to take great care of clients. Partner with marketing to build a consistent CX/EX communications channel so everyone understands and embraces a commitment to remarkable experiences. Build a robust CX culture through education, training programs, and internal communications that embed client-centric thinking across all departments and locations.
- Connect Experience to the Business. Help us understand how client experience impacts retention, referrals, loyalty, and growth — and where improving the experience can have the greatest impact. Represent client perspective in leadership discussions, advocating for investment in client-facing improvements as needed. Establish and govern CX standards across the firm, conducting audits of touchpoints and service delivery against established benchmarks.
Qualifications
We’re looking for someone who is part strategist, part problem-solver, and part doer. You should bring:
- Significant experience (8-12 years) leading customer/client experience or another client-focused function in a multi-unit organization
- Strong experience with experience marketing, including understanding what drives engagement and long-term client relationships
- Experience owning and interpreting VoC/NPS programs at program-design level, not just reporting level
- Demonstrated success improving client experience and retention
- The ability to use data and client feedback to identify opportunities and turn insights into action
- Experience working across departments and locations and influencing teams you may not directly manage
- A genuine interest in the law and the role diligent representation can play in the life of someone that needs legal assistance
Most importantly, you believe that client experience is everyone’s job — but someone has to wake up every day thinking about how to make it better and rally the team to keep it top of mind in every case/claim, across all locations, every day.
What Success Looks Like
Success means we understand our clients better, act on their feedback faster, and create more consistency across our locations without losing the personal and emotional connection that makes great experiences memorable. It means getting more clients to choose us, stay with us, tell their friends, and feel like their lawyers are representing them to the fullest every day.
