Director of Client Experience

Job not on LinkedIn

🔥 5 minutes ago

🇺🇸 United States – Remote

⏰ Full Time

🔴 Lead

👔 Director

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Rob Levine Law

WebsiteLinkedInAll Job Openings

11 - 50 employees

💼 Consulting

🏥 Healthcare

⚖️ Legal

Consulting • Healthcare • Legal

Rob Levine Law is a law firm dedicated to assisting clients with personal injury, Social Security disability, and veterans disability claims. Led by attorney Rob Levine, who has over 25 years of experience, the firm focuses on advocating for the rights of the injured and disabled across Rhode Island, Massachusetts, Connecticut, and New Hampshire. Known as the 'Heavy Hitter®', the firm has helped thousands of clients navigate the complexities of legal claims and secure the compensation they deserve, all while promising no fees unless they win.

📋 Description

• 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

🎯 Requirements

• 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

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume