Director of Client Experience

About Us

Berry Law is on a mission to protect the constitutional rights of Americans and help Veterans get the benefits they deserve. Since 1965, Berry Law has been in it to win it. We are a Veteran-owned and led company. The skilled attorneys at Berry Law have collectively practiced for over 240 years, and this longevity has allowed us to gain clients in all 50 states. Our clients trust us to deliver results. 

Position Summary 

The Director of Client Experience is responsible for designing, leading, and continuously elevating the end-to-end client journey at Berry Law. This role ensures that every Veteran and family member who engages with the firm — from first contact through case resolution — receives a five-star, white-glove experience that reflects Berry Law's unwavering commitment to those who have served. The Director of Client Experience directly oversees the Law Firm Social Worker and CX Manager, and through that leadership, guides the entire team of Client Services Agents in delivering empathetic, consistent, and exceptional service at every touchpoint. 

This is a mission-critical leadership role for a compassionate, data-driven professional who understands that client experience is not just a function — it is a reflection of Berry Law's values and its promise to Veterans. 

Supervisory Responsibilities 

Directly supervises the Law Firm Social Worker and CX Manager

Provides strategic direction, coaching, and professional development to all direct reports

Oversees the CX Manager's leadership of Client Services Agents, ensuring team performance meets Berry Law's five-star service standards

Conducts regular performance reviews, one-on-ones, and team leadership meetings

Primary Responsibilities 

Client Experience Strategy & Journey Ownership 

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 monito rthe 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 

Client Advocacy & Relationship Management 

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

Quality Assurance & Performance Management 

Obtain Net Promoter Score (NPS) and actively seek client feedback through structured programs and surveys

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

Use data and client feedback to drive continuous improvement across the team and the client journey

Process Improvement & Technology 

Lead and drive process improvements and change management efforts to enhance the client experience throughout the firm

Design CRM and other automated solutions that aretimelyand relevant to increase client communication and transparency, and to ensure all client onboarding activities happen on schedule 

Identify and implement tools, technologies, and workflows that enhance the client experience and team efficiency 

Develop and maintain SOPs for all client experience functions; conduct regular SOP reviews and update processes as the firm grows and evolves 

Ensure CRM systems are used effectively and consistently by all client-facing team members

Team Leadership & Development 

Lead, mentor, and develop the Law Firm Social Worker and CX Manager to perform at the highest level

Build a team culture rooted in empathy, accountability, excellence, and Berry Law's Warrior Ethos

Develop and deliver training programs focused on client communication, emotional intelligence, de-escalation, and service excellence

Recognize high performance and address performance gaps with structured coaching and improvement plans

Required Skills & Abilities 

Exceptional leadership and people management skills with a proven ability to inspire and develop teams

Deep empathy and emotional intelligence — ability to connect with Veterans, their families, and team members with compassion and authenticity

Outstanding verbal and written communication skills across all channels

Strong analytical skills — ability to interpret client feedback, journey data, and performance metrics to drive decisions

Experience developing customer journey maps and implementing CX improvement initiatives

Proficiency with CRM platforms, automation tools, client communication systems, and Microsoft Office Suite 

Ability to manage competing priorities and remain calm and solution-focused under pressure

High level of integrity and ability to handle sensitive and confidential information with discretion 

Strong conflict resolution and de-escalation skills

Collaborative mindset with the ability to build strong cross-functional relationships

Passion for delivering five-star service and a genuine commitment to the Veteran community

Experience & Professional Qualifications 

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

Preferred: Military member, Veteran, or family member of someone who has served 

Physical Requirements 

Prolonged periods of sitting at a desk and working on a computer

Ability to communicate with clients and staff via phone, email, text, and in person

Occasional travel to other office locations may be required

Organizational Values 

Integrity | Commitment | Accountability | Warrior Ethos | Leads by Example 

The Director of Client Experience is expected to embody these values in every client interaction, every team conversation, and every decision made on behalf of Berry Law and the Veterans it serves. 

Be a Part of a Winning Team

Awards: Inc. Magazine's 5000 fastest-growing companies (6x), Law Firm 500 (5x), Dept. of Labor Hire Vets Award, Secretary of Defense Pro-Patria Award

Personalized Onboarding: We invest in your development from day one

Incentives: Weekly, quarterly, and annual awards, financial incentives, and generous bonus structures

Firm Culture: A mission-driven, high-performance culture with generous benefits and community involvement

Compensation & 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

Berry Law is an equal opportunity employer.