About

• 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.