Director of Client Experience

Accountabilities

Client Experience Strategy: Own the execution of the client experience strategy across every stage of the case lifecycle, including intake, prelitigation, litigation, settlement, and disbursement. Define service standards, establish clear expectations, and ensure consistent, high-quality client interactions throughout the process.
Client Escalation Management: Design, implement, and manage the end-to-end client escalation process, including issue detection, prioritization, routing, and resolution. Establish a tiered escalation framework based on severity and case value, ensuring concerns reach the appropriate case managers, team leaders, or attorneys.
Stakeholder Accountability: Partner with managing attorneys and market or regional leaders to monitor service-level agreement (SLA) adherence, track resolution progress, and ensure timely follow-up. Maintain centralized visibility into escalations across multiple states and identify recurring issues requiring operational intervention.
NPS and Client Feedback Programs: Develop and manage the Net Promoter Score (NPS) program, including survey touchpoints aligned with key case milestones. Integrate survey results, client comments, online reviews, and feedback from client-facing teams into a comprehensive listening strategy.
Detractor Recovery: Own the full recovery process for dissatisfied clients, from identifying low satisfaction scores to assigning follow-up actions and monitoring resolution. Analyze feedback trends and communicate recurring concerns to relevant stakeholders to drive measurable improvements.
Case Closure and Client Advocacy: Manage the client experience from settlement through final disbursement, ensuring clear communication, appropriate expectation setting, and timely resolution of outstanding concerns. Oversee closing surveys and personalized client appreciation initiatives while creating opportunities for satisfied clients to provide reviews and referrals.
Cross-Functional Collaboration: Work closely with compliance, technology, operations, analytics, and learning and development teams to ensure client experience initiatives meet regulatory and ethical requirements. Coordinate data flows between case management systems and centralized dashboards, and develop playbooks, training materials, and coaching resources to improve service consistency.
Performance Reporting and Optimization: Monitor key performance indicators, including escalation volume, SLA adherence, resolution rates, and client satisfaction, across teams and markets. Collaborate with analytics partners to maintain reporting dashboards, identify improvement opportunities, and prioritize initiatives based on measurable business impact.
AI-Enabled Process Improvement: Explore and implement AI-enabled service design and workflow improvements that strengthen operational efficiency, enhance feedback analysis, and support a more consistent client experience.
Requirements
Professional Experience: 7–10 years of experience building, managing, or improving client experience, customer escalation, or complaint-resolution programs in a complex, high-touch service environment. Experience in hospitality, healthcare, legal services, or another regulated industry is particularly valuable.
Client Experience Expertise: Demonstrated experience designing and operating client satisfaction measurement programs, including NPS surveys, feedback collection, and customer recovery workflows.
Operational Leadership: Proven ability to establish processes, service standards, escalation frameworks, and accountability mechanisms from the ground up, with a strong focus on execution and continuous improvement.
Data and Performance Management: Strong analytical skills and experience managing KPIs, interpreting client feedback, developing performance reports, and using data to drive operational decisions and measurable outcomes.
Stakeholder Management: Ability to operate independently and influence senior stakeholders, including attorneys and business leaders, without relying on direct reporting authority. Skilled at building relationships, resolving conflicts, and driving alignment across teams.
Technology and Process Innovation: Experience with service design, workflow development, and AI-enabled operational processes. Ability to collaborate with technology and analytics teams to improve systems, reporting, and information flow.
Compliance Awareness: Comfortable working with legal, compliance, and other stakeholders in regulated or compliance-sensitive environments, ensuring client communications and resolution processes meet applicable standards.
Communication Skills: Excellent written and verbal communication, presentation, negotiation, and persuasion skills, with the ability to communicate insights clearly and influence decision-making at senior levels.
Leadership Mindset: Strong ownership, organization, and problem-solving skills, with the ability to manage competing priorities, move quickly, adapt to change, and maintain high standards in a fast-paced environment.
Cultural Alignment: A proactive, collaborative, and solutions-oriented approach, characterized by accountability, openness to feedback, a commitment to team success, and a genuine focus on delivering exceptional client outcomes.
Benefits
Competitive Compensation: Annual base salary ranging from $155,000 to $205,000, depending on experience and geographic market.
Health Coverage: Medical, dental, and vision insurance.
Retirement Planning: 401(k) plan with company matching and access to a Health Savings Account (HSA).
Insurance Protection: Company benefits include life insurance and disability coverage.
Work-Life Balance: Paid time off and parental leave.
Remote Flexibility: Fully remote working environment within the United States.
Career Impact: Opportunity to build and lead a new client experience function within a rapidly expanding legal services organization.
Leadership and Influence: Direct collaboration with senior attorneys and business leaders, with the opportunity to shape service standards, operational strategy, and client satisfaction initiatives.
Professional Growth: A fast-paced, ownership-driven environment that values continuous improvement, collaboration, accountability, and innovative problem-solving.