Legal Staff Other in Philadelphia, PA

Law Firm

Philadelphia, PA

Legal Staff Other in Philadelphia, PA

Legal Staff

Min 12 yrs required

No

Job Title:
Director, Client Development - Client Experience

Job Responsibilities:
Strategic Leadership
- Establish a scaled Voice of the Client (VoC) Program to understand clients' evolving legal and business needs, guiding the design of valuable offerings.
- Develop nuanced client personas to guide client experience (CX) strategy and inform the listening program with a suitable mix of technology and personalized feedback models.
- Offer strategic guidance and oversight for client journey mapping, research studies, and surveys to gather insights on client preferences, behaviors, and satisfaction levels, informing client experience strategies and improvements.
- Align targeted client experience outcomes with client personas, firm, and practice group strategy. Engage with key stakeholders to present and report on program initiatives and KPIs.
- Assess and deploy the right talent and operating model that leverages exceptional capabilities across Client Development, Marketing, and other Global Operations teams. Provide oversight to the VoC team.
- Partner cross-functionally with legal professionals, the Global Operations Team, and other departments to ensure alignment and successful implementation of client transformation initiatives. Serve as a trusted advisor to firm leadership on client-centric strategies.
- Operate as the functional owner for client feedback and experience technologies (., Qualtrics), including prioritizing use cases and functionality, developing requirements, user-experience with these technologies, process optimization, change management, etc., in collaboration with the marketing technology team.

Program Management
- Integrate client experience into core legal and business processes, including client onboarding, legal service delivery, and partner support, ensuring a seamless and exceptional client experience.
- Develop a suite of signature offerings that meet client needs and align with the firm’s strategic growth and business development goals.
- Identify gaps, inefficiencies, and high-impact opportunities in the client journey. Use these insights along with an understanding of market trends in legal tech and operations to inform new growth initiatives and service innovation.
- Establish governance structures to ensure timely and effective organizational responses to feedback. Adapt quickly to changing market conditions, technologies, and client preferences.

Insights & Execution
- Tailor CX measurements and insights to legal services, leveraging data to develop actionable insights into client satisfaction, value perception, eminence, brand enhancement opportunities, and areas for service enhancement.
- Establish research best practices and standards by understanding industry best practices and benchmarks to enable internal and external research activities and inform strategic decision-making.
- Drive cross-functional learning & development initiatives to embed a client-centric mindset across the firm and to build the knowledge and skills necessary to deliver world-class client experiences.
- Connect client insights to stakeholders and initiatives across the firm to promote data-driven decision-making and a client-centric mindset.
- Perform other duties and responsibilities as assigned.

Education and Experience Information:
- 12+ years of leading client insights, feedback, and experience design efforts, preferably within a professional services firm.
- .
- Strong leadership presence and the ability to influence at all levels, including partners, senior attorneys, and firm leadership.
- Proven experience in designing, implementing, and scaling client insights, feedback, and experience programs in a complex matrixed organization. Ability to build a practical roadmap to deliver early wins and build on success to drive firm-wide adoption.
- Demonstrated ability to identify and stitch relevant quantitative and qualitative data related to client engagement and preferences across multiple channels/systems, combined with structuring insights with the right statistical rigor to inform business decisions.
- Analytical mindset, with the ability to interpret market data, competitive intelligence, and client insights to shape strategy.
- Excellent executive communication skills—able to present complex ideas in a clear, persuasive, and actionable manner.
- Evidence of team and strategic program leadership (interaction with cross-functional partners, conflict resolution, and consensus-driving) and project management (planning, prioritization, objective setting, meeting management, and plan execution) is required.
- Relentless focus on continuous improvement and a willingness to challenge the status quo, leveraging proven techniques to generate ideas, conduct test-and-learns, and refine ongoing solutions.
- Ability to operate with a high degree of autonomy and accountability while collaborating effectively in a matrixed organization.
- Significant prior experience managing external vendors/consultants and driving successful technology implementations in this area, particularly with a view to process redesign, adoption, and change management.
- Solid judgment about priorities and timing, ability to think out of the box to drive solutions, and inspire people outside of the direct reporting line to engage with CX efforts.
- Proven experience communicating complicated analyses simply and clearly for senior management is required.
- Proficiency in Microsoft Suite and experience with Marketing, Research, and Business Intelligence systems.
- Minimum 3 days per week in the office.
- Travel as required for client meetings, industry events, and cross-office collaboration.

Salary Information:
The target salary range for this position varies by location and is commensurate with relevant experience: $250, - $310,.

Benefits and More:
At the law firm, you will discover your next career opportunity with a rewarding compensation package and comprehensive benefits, including:
- Flexible work arrangements and hybrid work schedule
- Health, dental, and vision insurance
- Life and disability insurance
- Retirement & Savings Plan
- Emergency back-up child and adult care
- Paid vacation, sick time off, and holidays
- Professional development and career advancement opportunities
- Employee recognition and reward programs
- Employee wellness and assistance programs
- Employee discounts and perks

Consistent with the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance and the SF Fair Chance Ordinance, an arrest and conviction record will not automatically disqualify a qualified applicant from consideration.

The law firm is an equal opportunity employer, considering applicants for employment and making employment decisions without unlawful discrimination.

To request a reasonable accommodation to participate in the job application or interview process, contact the Benefits Department by email. Requesting accommodations will not adversely affect the outcome of your application.

This position is eligible for overtime: No.