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Director of Customer Insights & Experience

Director of Customer Insights & Experience

Lisinski Law FirmDublin, Ohio, United States, 43016
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About The Lisinski Law Firm

Firm Mission Statement

Our mission is to change as many lives as possible by offering immigration solutions even in the most difficult cases. We look at all possible options to keep our clients in the United States with their families where they belong. We stand ready to fight even when success seems unsure because we understand how much better life can be with the dignity and peace of mind that comes with having documents.

About the role

  • The Director of Customer Insights & Experience ensures Lisinski Law Firm understands its customers and market better than competitors, and that these insights drive customer-centric strategies for growth and retention. Their primary responsibilities are to ensure products, services, brand positioning, and marketing strategy align with customer needs and market opportunities.
  • Salary : 160k / Year

What you'll do

  • Defines / maps the customer journey; identifies painpoints and helps inform strategies to create seamless experiences across touchpoints.
  • Builds and maintains voice of the customer (VoC) programs to capture real-time feedback; tracks key customer experience KPIs.
  • Implements systems for data collection, analysis, and visualization.
  • Partners with product development to ensure customer insights are actionable and integrated into design and solution roadmaps.
  • Works with marketing teams to refine messaging, campaign strategies, or positioning for improved impact.
  • Supports business development with competitive intelligence and market opportunities.
  • Ensures insights are communicated clearly to decision-makers through reports, dashboards, and presentations.
  • Builds and leads team of analysts, researchers, and Cx professionals and / or strategically uses agencies for improved cost, speed, or quality delivery.
  • Informs / designs training to teams to ensure best-in-class customer experiences.

    • Qualifications

  • Advanced degree preferred; business administration, psychology, statistics, sociology. CMRP or CCXP also preferred.
  • 7-10 years of experience in market research, insights, customer experience, or related fields.
  • At least 5 years of experience in leadership or senior management, leading cross-functional teams.
  • Proven background in :

    • a. Customer journey mapping and CX strategy execution

    b. Designing and managing quantitative & qualitative research projects

    c. Partnering with product, sales, and marketing to turn insights into strategies

  • Track record of improving customer satisfaction, retention, and loyalty metrics.
  • Experience with budget ownership and vendor management (research agencies, CX platforms)
  • Strong strategic and analytical thinking; ability to influence C-suite decisions through excellent storytelling and communication skills (turning data into actionable narratives)
  • Comfort with change management and embedding a customer-first culture
  • Experience building customer insights & experience teams, methodologies, and programs from scratch

    • PI167d8b9a5707-30511-38790018

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    Director Of Customer Experience • Dublin, Ohio, United States, 43016

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