Director of Client Experience

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. We represent clients throughout all 50 states. 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. From initial prospecting/intake calls through to case resolution, this person will make sure that the firms 400 team members deliver exceptional experiences across a host of primary touchpoints including phone calls, text messages, emails, printed documents, video interactions (recorded and live), and in-person meetings. The Director of Client Experience will serve as the clients biggest champion constantly looking at our law firm and its offerings through their eyes and asking: Whats working? Whats not working? Whats frustrating? What could be better? How can we be even more remarkable? This is a highly collaborative role, reporting directly to the CEO but working cross-functionally across marketing, sales, client services, accounting/finance, technology, and operations to eliminate friction and design experiences that drive loyalty. The goal will be to turn client insights and needs into clearly defined action steps that make delivering great experiences easier for our teams. You will need to be systems and process minded, while also serving as a creative generator and implementor.