Director of Client Experience

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🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

⏰ Tempo Integral

🔴 Especialista

👔 Diretor

👻 Score fantasma 10%

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Rob Levine Law

SiteLinkedInTodas as Vagas

11 - 50 funcionários

💼 Consultoria

🏥 Saúde

⚖️ Jurídico

Consulting • Healthcare • Legal

Rob Levine Law é um escritório de advocacia dedicado a auxiliar clientes com casos de lesões pessoais, benefícios de invalidez da Seguridade Social e benefícios de invalidez para veteranos. Liderado pelo advogado Rob Levine, que possui mais de 25 anos de experiência, o escritório foca na defesa dos direitos dos feridos e deficientes em Rhode Island, Massachusetts, Connecticut e New Hampshire. Conhecido como o 'Heavy Hitter®', o escritório já ajudou milhares de clientes a navegar pelas complexidades dos processos jurídicos e a obter a compensação que merecem, tudo isso sem cobrar honorários a menos que vençam.

Descrição

• Own the end-to-end client experience across all stages of the client journey and touchpoints • Define what clients should experience and feel across human, digital, and self-service interactions • Identify opportunities to deepen relationships, increase responsiveness and engagement, and improve retention through claim resolution • Build and maintain a voice-of-client program, including survey design, feedback analysis, and actionable recommendations • Connect client feedback to improvements at individual offices and across the organization • Present client trends and behavioral drivers to executive leadership • Identify friction, confusion, inconsistencies, and unnecessary hassles across the client journey • Find, share, and scale successful client-experience practices across 19 locations • Partner with operations and training to equip 400+ team members to deliver exceptional client care • Partner with marketing to build consistent CX/EX communications • Build CX culture through education, training programs, and internal communications • Analyze how client experience affects retention, referrals, loyalty, and growth • Represent the client perspective in leadership discussions and advocate for client-facing improvements • Establish and govern CX standards and audit touchpoints and service delivery against benchmarks • Report directly to the CEO and collaborate cross-functionally with marketing, sales, client services, accounting/finance, technology, and operations

🎯 Requisitos

• 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 • 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 • Genuine interest in the law and the role diligent representation can play in the life of someone that needs legal assistance • Curious, diligent, observant, and able to ask great questions • Ability to motivate people to improve client experience • Systems- and process-minded, while also being a creative generator and implementor

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