Director of Customer Insights & Experience at The Lisinski Law Firm

Dublin, Ohio, United States -

Full Time

Start Date

Immediate

Expiry Date

09 Jan, 26

Salary

160000.0

Posted On

11 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Journey Mapping, CX Strategy Execution, Quantitative Research, Qualitative Research, Data Analysis, Voice of the Customer, Customer Experience KPIs, Strategic Thinking, Leadership, Communication Skills, Change Management, Market Research, Product Development, Marketing Strategy, Team Building, Training Design

Industry

Legal Services

Description

About the role The Director of Customer Insights & Experience ensures Lisinski Law Firm understands its customers and market better than competitors, and that these insights drive customer-centric strategies for growth and retention. Their primary responsibilities are to ensure products, services, brand positioning, and marketing strategy align with customer needs and market opportunities. Salary: 160k/Year What you'll do Defines / maps the customer journey; identifies painpoints and helps inform strategies to create seamless experiences across touchpoints . Builds and maintains voice of the customer (VoC) programs to capture real-time feedback; tracks key customer experience KPIs. Implements systems for data collection, analysis, and visualization. Partners with product development to ensure customer insights are actionable and integrated into design and solution roadmaps. Works with marketing teams to refine messaging, campaign strategies, or positioning for improved impact. Supports business development with competitive intelligence and market opportunities. Ensures insights are communicated clearly to decision-makers through reports, dashboards, and presentations. Builds and leads team of analysts, researchers, and Cx professionals and/or strategically uses agencies for improved cost, speed, or quality delivery. Informs / designs training to teams to ensure best-in-class customer experiences. Qualifications Advanced degree preferred; business administration, psychology, statistics, sociology. CMRP or CCXP also preferred. 7-10 years of experience in market research, insights, customer experience, or related fields. At least 5 years of experience in leadership or senior management, leading cross-functional teams. Proven background in: a. Customer journey mapping and CX strategy execution b. Designing and managing quantitative & qualitative research projects c. Partnering with product, sales, and marketing to turn insights into strategies Track record of improving customer satisfaction, retention, and loyalty metrics. Experience with budget ownership and vendor management (research agencies, CX platforms) Strong strategic and analytical thinking; ability to influence C-suite decisions through excellent storytelling and communication skills (turning data into actionable narratives) Comfort with change management and embedding a customer-first culture Experience building customer insights & experience teams, methodologies, and programs from scratch

Responsibilities

The Director of Customer Insights & Experience ensures that Lisinski Law Firm understands its customers and market better than competitors. They are responsible for driving customer-centric strategies for growth and retention through insights into products, services, and marketing strategies.