Chief Experience Officer en Poulin Willey Trial Lawyers

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.