Chief Experience Officer
What you’ll do
Learn first. Then lead. Build trust-based relationships with executive leaders, attorneys, department heads, and frontline teams. Develop a deep understanding of firm workflows, operational constraints, client expectations, and ethical responsibilities before recommending change.
Assess how work moves across the firm and where breakdowns impact clients, teammates, or outcomes. Own the client journey. Map the client experience from first contact through resolution and post-case follow-up. Identify key moments that shape trust, clarity, confidence, and perceived value.
Partner with legal, operational, and client-facing teams to improve experience within existing workflows — not by layering on unnecessary process. Surface pain points, bottlenecks, and service gaps, then build practical, scalable solutions.
Improve communication and transparency during critical stages including treatment support, case progression, settlement, and disbursement. Lead client listening efforts including feedback sessions, surveys, and experience reviews.
Develop and manage a referral partner advisory approach that strengthens relationships and improves referral quality. Strengthen cross-functional alignment. Break down silos across departments. Align leaders around shared experience goals, common communication standards, and client-first decision-making. Help teams solve cross-functional issues that no single department can solve alone.
Shape employee experience. Conduct a ground-up assessment of employee workflow friction, communication gaps, and experience barriers. Partner with Talent and leadership to improve clarity, engagement, communication, and professional development. Build systems that help employees deliver exceptional client outcomes with less friction.
Lead strategically. Serve as a member of the executive team and trusted advisor to leadership. Translate operational realities into experience-driven strategic opportunities. Use data, feedback, and measurable outcomes to prioritize investments and guide decision-making. Help scale experience initiatives through systems, dashboards, knowledge sharing, technology, and thoughtful use of AI.
What success looks like
You will help us create measurable improvements in areas such as:
- Client satisfaction across key touch points
- Stronger settlement and disbursement experiences
- Better referral partner engagement and retention
- Reduced operational bottlenecks across teams
- Improved employee engagement, retention, and cross-team alignment
- Experience-driven business impact through stronger trust, better communication, and scalable systems
What we’re looking for
Significant leadership experience in client experience, customer success, service operations, or related executive roles
Proven ability to lead cross-functional strategy and influence without creating disruption for disruption’s sake
Strong operational judgment — able to understand how the organization functions before proposing solutions
Experience building scalable experience programs, feedback systems, and measurable improvement initiatives
Strong executive presence, communication skills, and relationship-building ability
Expert at working with data, experience metrics, and operational performance indicators
Legal industry experience is required.
Location note
Candidate can sit anywhere on the East Coast, ideally within close proximity to a major airport. You will travel ~50-75% of the time initially as you learn and get integrated. Once settled, 50% or less, with monthly onsite meetings, and quarterly planning meetings at HQ in Charleston, SC.
Compensation note
Compensation will be comprised of a base salary and bonus structure based on specific metrics.