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As aClient Experience Lead, you will support the Head of Client Intake and Support in the development and delivery of the transformation strategy by having an innovative mindset to design and implement initiatives that will improve the experience and service of our clients. This is a 24 month contract role, full time.
Your responsibilities will include:
Champion the client voice across all transformation streams, ensuring initiatives are designed and delivered with a deep understanding of client needs, pain points and expectations.
Design and undertake cross functional collaboration for business objectives including but not limited to:
Lead client centric initiatives to improve service delivery, satisfaction and client retention
Provide analysis and development of our end-to-end client journey to drive improvements in service delivery against transformation initiatives
The development and implementation of enterprise-wide programs to uplift current processes across all client touchpoints
The development of initiatives identified from client satisfaction and loyalty metrics to improve client experience
Influence a client centric focus in the firm's decision-making regarding transformation, policies, and change
Collaborate with cross-functional teams including legal, transformation, technology, and change to embed a client centric approach.
What will you bring?
To be successful in this role you will bring:
Tertiary qualification in Business Design, Communications, Marketing or qualification in Customer Experience/Design Thinking or an equivalent combination of relevant experience and training
A passion for improving and delivering outstanding client service
Experience working in a transforming environment and ability to influence and drive transformation processes
Demonstrated strategic thinking and strong analytic skills with the ability to interpret data
Demonstrated understanding in delivering cross channel client experience (phone, email, online) and the associated process, system, and culture changes
Ability to lead simultaneous projects, manage conflicting priorities and manage stakeholder expectations
Working knowledge of Contact Centre metrics, customer drivers and trends impacting customer experience
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Slater + Gordon Lawyers are a leading plaintiff personal injury and class actions law firm. Every member of our team has a shared passion for our clients: we are people caring for people.
We are a National Law Firm with offices across the country.
Slater + Gordon Lawyers are a leading plaintiff personal injury and class actions law firm. Every member of our team has a shared passion for our clients: we are people caring for people.
We are a National Law Firm with offices across the country.
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