Client Experience Manager

2 weeks ago

Melbourne, Australia Slater and Gordon Full time

Client Experience Manager

Slater + Gordon Lawyers are a leading personal injury and class actions law firm where every member of our team has a shared passion for our clients: we are people caring for people.

Our commitment to our people includes offering genuine work-life balance, with a hybrid work environment allowing them to split their time between home and the office. We recognise and reward high performance and have outstanding employee benefits including an extra week of annual leave, 18 weeks paid parental leave, extra-long service leave together with various ongoing learning and professional development opportunities.
- For EA based roles:_ _Covered by our Enterprise Agreement, this position will also enjoy access to additional paid service leave, a confirmed 1 July salary increase, an annual wellness reimbursement, career development opportunities, and much more.

Acknowledgement of Country

S+G acknowledges the Traditional Custodians of country throughout Australia and their connections to land, sea and community. We pay our respect to their elders past and present and extend that respect to all First Nations peoples today.

**Diversity + Inclusion**

**Client Experience Manager**

When you think about innovation you probably don’t think about Slater and Gordon Lawyers but you should. Slater & Gordon Lawyers has been a leading social justice law firm for over 85 years and this longevity has been achieved through constant evolution. This is still true today as we continue to challenge ourselves to be at the forefront of legal innovation that delivers exceptional care to our clients.

What are we looking for?

This key role reports to the Head of Client Intake and Care and will lead the co-design of client experience initiatives in support of our strategy. Key features of the role include:

- Bringing diverse stakeholders together to design future state client/service experiences (using HCSD toolkit, customer journey maps, blueprints and experience designs).
- Demonstrating the value of systemic design thinking to engage and grow design thinking throughout the business.
- Ownership of our Client Experience Charter and supporting implementation and analysis
- Expertly planning, designing and facilitating remote and in-person workshops, synthesising and communicating outputs.
- Designing and running experiments that help to test hypothesis and build the case for change.
- Assessing and anticipating changing client needs and make suggestions for improvements Supporting our legal teams to implement and embed the changes.
- Finding engaging ways to help support the development and the articulation of our client vision, strategy and delivery plans across the organisation.

What will you bring?
- A deep curiosity, with demonstrable experience of using systemic design thinking to develop products, services and experiences.
- You understand the interplay between CX and EX and know how to enable employees to deliver exceptional care (service in other industries).
- You’re a systems thinker who is logical and methodical with an enterprise mindset, using HCSD and other tools pragmatically.
- A convincing communicator with strong influencing capabilities
- You are creative and find engaging ways to drive/coach client thinking within the organisation.
- You thrive in an entrepreneurial environment that embraces ambiguity and experimenting with ideas, as you’ll have the freedom to explore and design related improvements.
- You’re client focused and commercially savvy.
- You have high attention to detail but understand that ‘near enough is good enough’.
- We run lean and enjoy a flat structure and so you’ll need to be comfortable switching between strategic planning and ‘getting on the tools and getting stuff done’.
- You’re used to leading projects and understand how to support, co-design implementation plans that embed and sustain client changes.

**Your experience**:

- 3+ years’ experience of working with Human Centred Service Design environments.
- Leading customer improvement projects, including project and change management activities.
- Demonstrable experience of developing/ using design artefacts; personas, blueprints, journey maps and prototypes.
- Designing and conducting experiments, gathering feedback and insights to inform recommendations.
- Collaborating with diverse groups to design and implement new ways of working.
- Visualising and presenting concepts to Executive leaders (Illustrator, Figma, Miro )
- Demonstrable track record of delivering client /business benefits.

**Other experience that we’d value**:

- Lean Startup experimentation
- Business change management

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