Chief Experience Officer (CXO)

Description

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:

• 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