Chief Client Experience Leader

Rob Levine Law; United States; On-site; USD 180,000 - 230,000; Full time

Job summary

Rob Levine Law is seeking a Director of Client Experience to craft a remarkable, consistent client journey for 1,200+ new clients each month across Personal Injury, Social Security Disability, Veterans Disability, and Workers’ Compensation. The role, reporting to the CEO, collaborates with 400+ team members and all departments to design frictionless experiences at every touchpoint.

You will own the client experience end-to-end, define standards, and build a voice-of-client program to inform

Qualifications

• 8-12 years leading customer/client experience in a multi-unit organization

Responsibilities

• Own the Client Experience across touchpoints (phone, text, email, documents, video, in-person)
• Drive relationship depth and retention by deepening client engagement
• Listen to clients and design a VoC program: surveys, feedback analysis, actionable insights
• Turn feedback into action across locations and present trends to leadership
• Identify friction points across the client journey and reduce complexity
• Spot and scale best CX practices across 19 locations and 1,200+ new clients per month
• Equip 400+ team members with tools and training to deliver remarkable experiences
• Connect CX outcomes to business metrics like retention, referrals, and growth

Job description

Rob Levine Law is seeking a Director of Client Experience to craft a remarkable, consistent client journey for 1,200+ new clients each month across Personal Injury, Social Security Disability, Veterans Disability, and Workers’ Compensation. The role, reporting to the CEO, collaborates with 400+ team members and all departments to design frictionless experiences at every touchpoint.

You will own the client experience end-to-end, define standards, and build a voice-of-client program to inform