Client Experience Architect — Data-Driven Growth

DM Law; Kansas City (MO); On-site; USD 65,000 - 85,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

401(k) matching up to 4%

Paid time off (3 weeks)

Job summary

DM Injury Law is seeking a Client Experience Manager to oversee and optimize the end-to-end client experience. You will ensure compassionate, efficient, and professional service while collaborating with legal teams and support staff to improve client satisfaction and outcomes.

You will map journeys, identify pain points, and implement segmentation and targeted communications to maximize value across departments. Join a growing firm focused on strong, data-informed service delivery.

Qualifications

• Outstanding listening, written and oral communication skills.
• Excellent organizational and time management skills.
• Demonstrated ability to work and influence decision makers in a fast-paced organization.
• Exceptional problem solving and analysis skills, combined with the ability to synthesize and effectively communicate findings to all levels throughout the organization.
• Solid analytical expertise with a passion for data-informed decision making.

Responsibilities

• Create a comprehensive map of the client experience journey, from initial contact to post-service interactions.
• Identify key stages, touchpoints, and potential pain points in the client's interaction with the company.
• Meet with top-level executives and department heads to discuss potential plans and initiatives to implement.
• Implement strategies for segmentation and targeted communication based on client profiles.
• Provide necessary resources and support to help clients get the most value from services.
• Implement effective systems for addressing and resolving client issues or concerns.
• Implement mechanisms for collecting feedback from clients regarding their experiences with the firm.
• Use feedback to identify areas for improvement and implement necessary changes.
• Utilize data and analytics to assess client satisfaction, identify trends, and make data-driven decisions to enhance services.
• Build a streamlined customer experience across all departments.

Skills

Active listening

Written communication

Oral communication

Organizational skills

Time management

Influencing decision makers

Analytical thinking

Job description

DM Injury Law is seeking a Client Experience Manager to oversee and optimize the end-to-end client experience. You will ensure compassionate, efficient, and professional service while collaborating with legal teams and support staff to improve client satisfaction and outcomes.

You will map journeys, identify pain points, and implement segmentation and targeted communications to maximize value across departments. Join a growing firm focused on strong, data-informed service delivery.