Responsibilities

• Lead the execution of end-to-end client journey mapping, documenting the client experience, perceptions, emotions, expectations, and mindset across every stage of engagement.
• Validate internal process assumptions through surveys, interviews, focus groups, and other research methods involving representative client samples and audiences.
• Translate Voice of Client data and research findings into clear storytelling materials, feedback loops, executive-ready reporting, and actionable recommendations.
• Develop and maintain a living client insight repository that tracks trends, recurring pain points, and the measurable impact of experience improvements over time. Inputs include cNPS, social sentiment and escalations, CSC escalations, and retention escalations.
• Translate client journey and research findings into structured gap analyses that identify where client expectations diverge from actual Firm performance. Evaluate gaps based on client impact and business significance, not frequency alone.
• Prioritize client experience improvement opportunities using a consistent framework that weighs client impact, revenue implications, operational feasibility, and strategic alignment.
• Develop experience design recommendations that address root causes rather than surface-level symptoms across the full client lifecycle.
• Partner with Operations, Legal, Technology, Marketing, and other cross-functional stakeholders to develop actionable, sequenced recommendations that address the most significant client experience gaps first.
• Support the development of SOPs and process improvements grounded in substantive, quantified client evidence rather than internal assumptions.
• Own, track, and regularly report on the role’s CX KPIs, including cNPS trends, client sentiment on social channels, client retention rate improvements, referral rates, and resolution speed for identified pain points. Report risks, wins, journey insights, and prioritization recommendations to the Sr. Director and relevant stakeholders with equal discipline.

Requirements

• 6-10 years of professional experience, with 3 or more years in customer experience, client journey work, legal service operations, product marketing or a closely related discipline.
• Bachelor's degree in Business, Marketing, Communications, Social Sciences, or a related field.
• Experience working alongside or in partnership with a research function; comfortable translating research into experience and product marketing recommendations rather than owning research design independently.
• Proven experience supporting go-to-market execution for new products or services, including GTM planning, launch coordination, and post-launch performance tracking.
• Experience defining, tracking, and reporting on CX KPIs including cNPS, CSAT, retention, and referral metrics.
• Decision Quality – Applies structured prioritization frameworks to evaluate CX opportunities, balancing client impact, revenue implications, operational feasibility, and strategic alignment to make sound recommendations on where the Firm should invest resources first.
• Drives Results – Owns and reports on key CX performance metrics, leads execution of client experience improvements and product launches, and is accountable for measuring adoption, retention, referral, and client sentiment outcomes.
• Manages Complexity – Navigates highly cross-functional work across Marketing, Operations, Legal, Technology, Product Development, and Client Services while translating diverse client insights, research findings, and business priorities into coordinated actions.
• Optimizes Work Processes – Identifies root causes of client experience gaps, develops evidence-based process improvements and SOP recommendations, and supports integration of continuous improvement practices across the client journey.
• Communicates Effectively – Creates executive-ready reports, translates research and Voice of Client data into compelling narratives and recommendations, and influences stakeholders through clear insights rather than formal authority.

Benefits

• 401k Match
• Medical, Dental, & Vision Insurance
• Options for Health Savings Account or Flexible Spending Account
• Dependent Care FSA
• Basic Life Insurance
• Voluntary Life & AD&D
• Disability Insurance
• Hospital Indemnity Insurance
• Employee Assistance Program
• Calm App Subscription