Director of Client Experience

Rob Levine Law•, (Multiple States)

About The Position

Rob Levine Law is seeking a Director of Client Experience to create a remarkable, consistent experience for more than 1,200 new clients per month across Personal Injury, Social Security Disability, Veterans Disability, and Workers Compensation. The firm represents clients throughout all 50 states. The Director owns the client experience end to end, from initial prospecting and intake through case resolution. The role is responsible for interactions across phone calls, text messages, email, printed documents, recorded and live video, and in-person meetings, ensuring the firm’s team delivers exceptional experiences at each touchpoint. Reporting directly to the CEO, this highly collaborative leader works across marketing, sales, client services, accounting and finance, technology, and operations. The role combines strategic, creative, and hands-on work: understanding the experience through clients’ eyes, identifying friction, turning insights into clear action steps, and making it easier for teams to deliver great service. Success means understanding clients better, acting on feedback faster, creating consistency across locations while preserving personal connection, and supporting client choice, retention, referrals, and loyalty.

Requirements

8–12 years of significant experience 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 voice-of-client (VoC) or NPS programs at the program-design level, not only the reporting level.
Demonstrated success improving client experience and retention.
Ability to use data and client feedback to identify opportunities and turn insights into action.
Experience working across departments and locations and influencing teams the candidate may not directly manage.
Genuine interest in the law and the role diligent representation can play in the life of someone who needs legal assistance.
Curiosity, diligence, attention to detail, strong questioning skills, and the ability to motivate people to improve client experience.
Belief that client experience is everyone’s responsibility and ability to rally teams around continual improvement.

Responsibilities

Define the intended client experience at every stage of the relationship and across human, digital, and self-service touchpoints.
Identify ways to deepen client relationships, improve responsiveness and engagement, and strengthen clients’ commitment to representation through claim resolution.
Create and maintain a voice-of-client program, including designing surveys, analyzing feedback, and turning insights into actionable recommendations.
Connect client feedback with opportunities for improvement at individual locations and across the organization, and present client trends and behavior drivers to executive leadership.
Review the client journey to identify unnecessary hassles, inconsistencies, confusion, and experiences that do not meet the firm’s desired standards.
Identify successful solutions and client experiences across the firm’s 19 locations, share them, and help scale effective practices.
Partner with operations and training to ensure teams have the tools, clarity, and support needed to care for clients.
Partner with marketing on a consistent client-experience and employee-experience communications channel.
Build a client-centric culture through education, training programs, and internal communications across departments and locations.
Assess how client experience affects retention, referrals, loyalty, and growth, and identify where improvements could have the greatest business impact.
Represent the client perspective in leadership discussions and advocate for investment in client-facing improvements as needed.
Establish and govern firm-wide client-experience standards, and audit touchpoints and service delivery against benchmarks.