[Hiring] Director of Client Experience @Rob Levine Law

Role Description

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.

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. Responsibilities include:

• 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.
• Ensure 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.
• Help us find wins, share them, and scale the best ideas across 19 locations and 1,200+ new clients per month.
• Help 400+ Team Members Deliver a Remarkable Experience.
• Partner with operations and training to ensure our teams have the tools, clarity, and support they need to take great care of clients.
• Connect Experience to the Business.
• Help us understand how client experience impacts retention, referrals, loyalty, and growth.

Qualifications

• 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.
• Curiosity, diligence, and a knack for asking great questions.
• Belief that client experience is everyone’s job, with a focus on continuous improvement.

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.