Chief Experience Officer (CXO)

Job Description

Job Description

Description : About Us :

About Us :

At Poulin Willey, we do more than practice personal injury law; we are shaping the future of legal advocacy, giving a voice to thousands against the titans of injustice.

We are high volume and high energy. We are tech forward and data driven. But while we seek efficiency and optimization at every turn, our first core value is that we put our clients first.

Our clients are not just a number to us - our vision calls for white glove client service throughout the process. We don’t just settle cases, we file them.

And we take them to trial. Our firm is renowned for its formidable and relentless pursuit of recovering the full value of every case for our clients, a commitment that's known to anyone who encounters us in a courtroom.

If you're looking to join a team that combines legal innovation with a commitment to client advocacy, you've come to the right place.

• We believe in justice for all not just for the wealthy and powerful.
• We believe that justice delayed is justice denied.
• We believe that the best way to seek justice without delay is to manage all aspects of our firm using well-organized and uniform systems.
• We are fast-paced and growth oriented.
• We are tech forward and data driven.
• We believe in rewarding smart, successful work.

What sets us apart?

Justice for All : We're on a mission to bring justice to the innocent victims of corporate negligence, regardless of their background.

Focus on what you do best : We’ve put teams and systems in place to handle the tedious work at the beginning of a case, and after it settles, allowing you to do what you do best : practice the law.

Rewarding Excellence : Smart, successful work doesn't go unnoticed here. We believe in recognizing and rewarding excellence at every turn.

About the role :

We are seeking a visionary Chief Experience Officer (CXO) to lead our personal injury law firm in prioritizing client and employee experience at every touchpoint of their journey with us.

The CXO will be responsible for developing and implementing strategies to enhance the client experience from the initial consultation through the resolution of their case, as well as improving the overall employee experience to foster a positive and productive work environment.

This role requires a deep understanding of customer-centric principles, empathy, and a passion for delivering exceptional service.

Areas of impact : Client Experience :

Client Experience :

• Develop and implement strategies to prioritize client experience from the pre-matter phase (initial consultation, case evaluation) through the matter phase (case management, communication, updates) and post-matter phase (resolution, follow-up, satisfaction measurement, referrals).
• Oversee the design and implementation of processes and systems to ensure seamless and personalized client interactions.
• Design client experience initiatives, create journey maps, and orchestrate client focused programs, focusing on client and employee experience.
• Collaborate with legal teams to identify opportunities for improving client satisfaction, retention, and loyalty.
• Lead the Client Experience Management teams and Client Service and Onboarding Professional teams to identify pain points in client and inter-departmental interactions and streamline processes for improved efficiency and effectiveness.
• Develop and grow a Referral Partner Advisory Board whose mission is cultivating strong relationships with our referral partners and implementing strategies to optimize our case referral processes.
• Establish metrics and key performance indicators (KPIs) to measure client experience and drive continuous improvement initiatives.
• Conduct regular client feedback sessions and surveys to gather insights and address pain points effectively.

Employee Experience :

• Champion a culture of excellence, empathy, and professionalism within the firm to enhance the employee experience.
• Collaborate with Talent to develop employee engagement initiatives, skill training programs, and career development opportunities.
• Implement feedback mechanisms to gather employee insights and address concerns related to workplace culture, processes, and leadership.
• Lead by example in fostering a supportive and inclusive work environment that values diversity and promotes work-life balance.
• Monitor employee satisfaction metrics and develop strategies to improve retention and productivity.

Leadership and Strategy :

• Serve as a strategic advisor to the executive team, providing insights and recommendations on how to better align business goals with client and employee experience objectives.
• Develop and implement a client and employee experience strategy that 1) transforms all client and employee touchpoints through innovation and systemic change;
• 2) ensures an exceptional, seamless client and employee experience across all channels delivering personalized experiences when possible;
• 3) optimizes existing systems and leverages new technologies when appropriate to enhance the client and employee experience;

and 4) improves overall organizational performance, including the achievement of growth goals.

• Responsible for revenue generation, expense management, and risk management results of the client experience teams.
• Ensures budgeting, goal setting, business case determinations, and decision making are aligned with and support the company strategic objectives.
• Empower, lead, manage, coach, and develop direct and indirect reports. Ensure performance management, reward and recognition, engagement, and accountability measures within scope of oversight are effective and successful in delivering company strategic objectives.
• Stay informed about industry trends, best practices, and emerging technologies related to client and employee experience.
• Drive innovation and experimentation in service delivery models to differentiate the firm in the marketplace by working with marketing and growth to develop client centric branding campaigns.
• Collaborate cross-functionally with departments such as growth, legal, and finance to ensure alignment and consistency in delivering a superior client and employee experience.

About you :

• Bachelor's degree in Business Administration, Marketing, or a related field. Advanced degree preferred.
• Proven track record of leadership in customer experience roles, preferably within the legal industry or professional services.
• Understanding of personal injury law and the legal services landscape a plus, but not required.
• Excellent communication and interpersonal skills, with the ability to influence and collaborate effectively at all levels of the organization.
• Analytical mindset with experience in data-driven decision-making and performance measurement.
• Demonstrated ability to lead change initiatives and drive results in a fast-paced environment.
• Passion for delivering exceptional service and creating meaningful connections with clients and employees alike.

This position offers a unique opportunity to make a significant impact on the success of our firm by placing client and employee experience at the forefront of our business strategy.

If you are a dynamic leader with a passion for innovation and service excellence, we invite you to apply and join our team.

Requirements :