Client Experience Transformation Lead

Slater and 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 a week of shutdown leave, paid parental leave, extra-long service leave, together with various ongoing learning and professional development opportunities.

*What are we looking for?*
As a Client Experience Lead, you will support the Head of Client Intake and Support in the development and delivery of the transformation strategy by having an innovative mindset to design and implement initiatives that will improve the experience and service of our clients. This is a 24 month contract role, full time.

Your responsibilities will include

• Champion the client voice across all transformation streams, ensuring initiatives are designed and delivered with a deep understanding of client needs, pain points and expectations.

• Design and undertake cross functional collaboration for business objectives including but not limited to

• Lead client centric initiatives to improve service delivery, satisfaction and client retention

• Provide analysis and development of our end-to-end client journey to drive improvements in service delivery against transformation initiatives
• The development and implementation of enterprise-wide programs to uplift current processes across all client touchpoints
• The development of initiatives identified from client satisfaction and loyalty metrics to improve client experience
• Influence a client centric focus in the firm's decision-making regarding transformation, policies, and change
• Collaborate with cross-functional teams including legal, transformation, technology, and change to embed a client centric approach.

What will you bring?
To be successful in this role you will bring

• Tertiary qualification in Business Design, Communications, Marketing or qualification in Customer Experience/Design Thinking or an equivalent combination of relevant experience and training
• A passion for improving and delivering outstanding client service
• Experience working in a transforming environment and ability to influence and drive transformation processes
• Demonstrated strategic thinking and strong analytic skills with the ability to interpret data
• Demonstrated understanding in delivering cross channel client experience (phone, email, online) and the associated process, system, and culture changes
• Ability to lead simultaneous projects, manage conflicting priorities and manage stakeholder expectations
• Working knowledge of Contact Centre metrics, customer drivers and trends impacting customer experience.

*What next?*
If you are interested in this opportunity, please apply directly to Slater and Gordon. We prefer to talk with you personally and are not accepting applications from recruitment agencies.

To be eligible for this position, you must be an Australian citizen, a permanent resident, or hold a valid visa with full and unrestricted working rights in Australia. Proof of work rights will be required as part of the Slater and Gordon application process.
Acknowledgement of Country
Slater and Gordon 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
Slater and Gordon is committed to creating an inclusive workplace that values diversity and ensures equal opportunities for all. Slater and Gordon is an equal opportunity employer, and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, or other legally protected attributes. We understand that everyone has different needs. If you require reasonable adjustments throughout the recruitment process, please let us know in your application.