Director of Client Experience

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Client Experience based in the United States.

The Director of Client Experience will lead the development and implementation of a comprehensive client experience strategy within a rapidly growing, fully remote legal services organization. This role offers the opportunity to build a dedicated client experience function from the ground up, ensuring client feedback drives continuous improvement across the entire case lifecycle. You will oversee client escalations, satisfaction measurement, and detractor recovery initiatives while establishing clear service standards and accountability frameworks. Working closely with senior attorneys, operational leaders, and cross-functional teams, you will turn client insights into actionable improvements. The position combines strategic leadership with hands-on execution, requiring strong analytical capabilities, operational ownership, and the ability to influence stakeholders. Your work will directly strengthen client trust, improve service quality, and support long-term growth through stronger relationships, referrals, and client advocacy.