Berry Law

Director of Client Experience

Berry Law

full-time

Posted on:

Location Type: Remote

Location: New York • United States

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Job Level

Lead

About the role

  • Ensure the delivery of world-class service in all client journeys, setting the standard for excellence across the firm
  • Develop and implement comprehensive customer journey maps that illustrate the end-to-end client experience, encompassing all touchpoints, interactions, and emotions before, during, and after engaging with Berry Law's services
  • Analyze customer journey maps to identify potential barriers and pain points that clients may encounter during their interactions with the firm; propose innovative solutions and improvements to enhance the overall experience
  • Continuously monitor the performance of customer journey maps, track client satisfaction metrics, and provide actionable recommendations for improvement
  • Conduct comprehensive client experience assessments, communicate findings to leadership, and lead action planning efforts
  • Utilize client behavior and preference research to optimize satisfaction and build long-term brand loyalty
  • Respond promptly and empathetically to client complaints, concerns, or negative feedback across all communication channels including phone, email, social media, and chat platforms
  • Conduct complimentary check-in calls with clients to assess their service experience and ensure satisfaction throughout their journey with Berry Law
  • Serve as the senior client advocate within the department — championing the client's voice in all internal decisions and process improvements
  • Partner with the Law Firm Social Worker to identify clients with complex emotional, social, or situational needs and ensure they receive appropriate support and resources
  • Handle escalated client concerns with professionalism, empathy, and urgency — turning difficult experiences into trust-building moments
  • Ensure vulnerable clients, including those experiencing trauma, mental health challenges, or crisis situations, are connected to the right support
  • Develop and oversee quality assurance processes including call monitoring, client satisfaction surveys, and service scoring
  • Track and analyze key metrics including client satisfaction scores, response times, resolution rates, escalation frequency, and NPS

Requirements

  • Bachelor's degree in Business, Communications, Psychology, Marketing, Legal Studies, or a related field required
  • Minimum 5+ years of progressive experience in client experience, customer success, or a related leadership role
  • Minimum 2–3 years of experience managing a team, including managing managers
  • Demonstrated success building and leading high-performing client-facing teams
  • Proven experience with NPS programs, customer journey mapping, and CX technology platforms
  • Experience in a legal, healthcare, social services, or Veteran services environment strongly preferred
  • Familiarity with VA processes, Veteran benefits, and the unique needs of the Veteran community strongly preferred
  • Experience working alongside or overseeing social work or case management functions a plus
  • High standard of professionalism in communication, work product, and client service
Benefits
  • Competitive compensation
  • Generous paid time off (PTO)
  • 401(k) retirement plan
  • Health, dental, and vision insurance
  • Employee Assistance Program (EAP)
  • Professional development opportunities
  • Berry Law swag, firm events, and more
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
customer journey mappingclient experience assessmentsNPS programsclient satisfaction metricsquality assurance processescall monitoringservice scoringclient behavior researchdata analysisteam management
Soft Skills
empathycommunicationleadershipproblem-solvingprofessionalismclient advocacytrust-buildingaction planninginnovationclient relationship management