Director of Customer Insights & Experience

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