Talent.com
Chief Experience Officer

Chief Experience Officer

Poulin Willey Anastopoulo, LLCCharleston, SC, US
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Job Description

Job Description

Description :

The Chief Experience Officer (CXO) leads the firm’s mission to deliver world-class experiences — for both clients and team members. Reporting to the President, this role owns the design, execution, and continuous improvement of every interaction that defines Poulin | Willey’s reputation. The CXO brings a data-driven, system-minded approach to scaling excellence across people, process, and technology — ensuring the firm delivers consistent results, not random outcomes.

You will translate insights into action, build frameworks that make excellence repeatable, and drive accountability for measurable impact. This is not a “brand steward” role — it’s an operational architect of experience, ensuring every touchpoint with clients, employees, and partners is intentional, efficient, and aligned with firm values.

The CXO will :

  • Engineer a seamless client journey from first contact through resolution and referral.
  • Design and refine systems that remove friction and elevate satisfaction at every step.
  • Partner with legal, operations, and talent teams to align culture, service, and outcomes.
  • Use data to measure experience ROI — from client satisfaction to employee engagement and retention.
  • Lead with clarity and energy, ensuring teams understand the why , the how , and the win .

This role demands decisive leadership, structured innovation, and fast execution. Success is defined by tangible movement in metrics — higher client satisfaction, stronger referral partnerships, engaged employees, and a culture of operational excellence.

Compensation : $150,000 base plus bonus

Responsibilities & Key Focus Areas Client Experience

  • Architect and execute the full client journey — from first contact to post-resolution — ensuring every step is efficient, personal, and data-driven.
  • Design systems and playbooks that eliminate friction and raise satisfaction.
  • Partner with attorneys and operations to align service delivery with firm standards and results.
  • Lead the Client Experience Team to identify bottlenecks and build scalable solutions.
  • Strengthen referral partnerships through a structured advisory board and measurable engagement.
  • Track and act on experience KPIs — NPS, retention, referral quality, and cycle time reduction.
  • Ensure clients feel informed and supported throughout medical, litigation, and disbursement stages.

    • Employee Experience

  • Build a high-performance culture grounded in clarity, ownership, and connection.
  • Partner with Talent to deliver training, engagement, and career-growth programs that drive retention.
  • Implement fast feedback loops to surface and solve cultural or operational friction.
  • Align communication and accountability across teams to ensure consistency in service and execution.
  • Monitor employee engagement and turnover data to inform proactive improvements.

    • Leadership & Strategy

  • Serve as a strategic advisor to the President and Executive Team — translating experience metrics into business impact.
  • Drive innovation across client and employee touchpoints using data, automation, and AI tools.
  • Oversee budgets, resource allocation, and risk within Experience operations.
  • Lead, develop, and hold teams accountable for outcomes — not effort.
  • Partner with Growth, Legal, and Finance to unify messaging, execution, and experience standards.
  • Stay ahead of industry trends and turn best practices into firm-wide operational advantages.

    • Requirements : Education

  • Bachelor’s degree in Business, Marketing, Organizational Development, or related field (advanced degree preferred).
  • Equivalent combination of education and experience will also be considered.

    • Experience

  • Extensive leadership experience in client experience, customer success, or related leadership roles.
  • Proven record of designing and executing client / employee engagement strategies.
  • Experience in law firm, professional services, medical, or high-growth organizations preferred.

    • Skills

  • Strong strategic thinking and problem-solving ability.
  • Proficiency in client feedback systems, CRM platforms, and data analysis tools.
  • Excellent communication, interpersonal, and leadership skills.
  • Ability to innovate and drive organizational change.
  • Strong financial acumen and decision-making ability.
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    Chief Experience Officer • Charleston, SC, US

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