Director of Client Experience

Berry Law Firm•Lincoln, NE

1d•Remote

About The Position

The Director of Client Experience is responsible for designing, leading, and continuously elevating the end-to-end client journey at Berry Law. This role ensures that every Veteran and family member who engages with the firm — from first contact through case resolution — receives a five-star, white-glove experience that reflects Berry Law's unwavering commitment to those who have served. The Director of Client Experience directly oversees the Law Firm Social Worker and CX Manager, and through that leadership, guides the entire team of Client Services Agents in delivering empathetic, consistent, and exceptional service at every touchpoint. This is a mission-critical leadership role for a compassionate, data-driven professional who understands that client experience is not just a function — it is a reflection of Berry Law's values and its promise to Veterans.

Requirements

Exceptional leadership and people management skills with a proven ability to inspire and develop teams
Deep empathy and emotional intelligence — ability to connect with Veterans, their families, and team members with compassion and authenticity
Outstanding verbal and written communication skills across all channels
Strong analytical skills — ability to interpret client feedback, journey data, and performance metrics to drive decisions
Experience developing customer journey maps and implementing CX improvement initiatives
Proficiency with CRM platforms, automation tools, client communication systems, and Microsoft Office Suite
Ability to manage competing priorities and remain calm and solution-focused under pressure
High level of integrity and ability to handle sensitive and confidential information with discretion
Strong conflict resolution and de-escalation skills
Collaborative mindset with the ability to build strong cross-functional relationships
Passion for delivering five-star service and a genuine commitment to the Veteran community
Bachelor's degree in Business, Communications, Psychology, Marketing, Legal Studies, or a related field required
Minimum 5+ years of progressive experience in client experience, customer success, or a related leadership role
Minimum 2–3 years of experience managing a team, including managing managers
Demonstrated success building and leading high-performing client-facing teams
Proven experience with NPS programs, customer journey mapping, and CX technology platforms
High standard of professionalism in communication, work product, and client service

Nice To Haves

Experience in a legal, healthcare, social services, or Veteran services environment strongly preferred
Familiarity with VA processes, Veteran benefits, and the unique needs of the Veteran community strongly preferred
Experience working alongside or overseeing social work or case management functions a plus
Military member, Veteran, or family member of someone who has served

Responsibilities

Ensure the delivery of world-class service in all client journeys, setting the standard for excellence across the firm
Develop and implement comprehensive customer journey maps that illustrate the end-to-end client experience, encompassing all touchpoints, interactions, and emotions before, during, and after engaging with Berry Law's services
Analyze customer journey maps to identify potential barriers and pain points that clients may encounter during their interactions with the firm; propose innovative solutions and improvements to enhance the overall experience
Continuously monito rthe performance of customer journey maps, track client satisfaction metrics, and provide actionable recommendations for improvement
Conduct comprehensive client experience assessments, communicate findings to leadership, and lead action planning efforts
Utilize client behavior and preference research to optimize satisfaction and build long-term brand loyalty
Respond promptly and empathetically to client complaints, concerns, or negative feedback across all communication channels including phone, email, social media, and chat platforms
Conduct complimentary check-in calls with clients to assess their service experience and ensure satisfaction throughout their journey with Berry Law
Serve as the senior client advocate within the department — championing the client's voice in all internal decisions and process improvements
Partner with the Law Firm Social Worker to identify clients with complex emotional, social, or situational needs and ensure they receive appropriate support and resources
Handle escalated client concerns with professionalism, empathy, and urgency — turning difficult experiences into trust-building moments
Ensure vulnerable clients, including those experiencing trauma, mental health challenges, or crisis situations, are connected to the right support
Obtain Net Promoter Score (NPS) and actively seek client feedback through structured programs and surveys
Develop and oversee quality assurance processes including call monitoring, client satisfaction surveys, and service scoring
Track and analyze key metrics including client satisfaction scores, response times, resolution rates, escalation frequency, and NPS
Use data and client feedback to drive continuous improvement across the team and the client journey
Lead and drive process improvements and change management efforts to enhance the client experience throughout the firm
Design CRM and other automated solutions that aretimelyand relevant to increase client communication and transparency, and to ensure all client onboarding activities happen on schedule
Identify and implement tools, technologies, and workflows that enhance the client experience and team efficiency
Develop and maintain SOPs for all client experience functions; conduct regular SOP reviews and update processes as the firm grows and evolves
Ensure CRM systems are used effectively and consistently by all client-facing team members
Lead, mentor, and develop the Law Firm Social Worker and CX Manager to perform at the highest level
Build a team culture rooted in empathy, accountability, excellence, and Berry Law's Warrior Ethos
Develop and deliver training programs focused on client communication, emotional intelligence, de-escalation, and service excellence
Recognize high performance and address performance gaps with structured coaching and improvement plans