Vice President of Customer Experience

Vice President of Customer ExperienceOur client is a leading provider of medical record retrieval and analysis services, empowering insurance carriers, law firms, and corporations to improve claims processes and litigation outcomes through efficient and secure access to critical records. They are seeking a dynamic and experienced customer service leader to join their team as the Vice President of Customer Experience. This role is crucial in ensuring their clients receive unparalleled support and satisfaction in every interaction.Position OverviewThe Vice President of Customer Experience will oversee all aspects of customer service operations within our client's Legal and Insurance vertical. This includes leading a team that provides best in class support to their clients, implementing innovative strategies, and optimizing best practices to enhance client satisfaction and engagement. The ideal candidate will have a passion for problem-solving, an unwavering commitment to delivering exceptional service, and a genuine interest in supporting client’s needs and growth.Key Responsibilities- Build, implement and evolve a high-impact customer service strategy for our client's Legal and Insurance vertical.- Lead and manage all customer service activities related to client services, including then integration of innovative technologies such as chatbots, live call centers, and video support.- Assess current team structure, processes, and tools; identify opportunities for improvement and implement structural changes that enhance the customer experience.- Act as the primary liaison and collaborate with internal teams, including onboarding, product, engineering, sales, operations, and finance, to share the voice of the customer and improve service offerings.- Develop and enforce customer service policies, procedures and KPI’s to ensure consistency and efficiency in service delivery.- Serve as the primary contact for escalated customer inquiries and issues, ensuring prompt and effective resolution.- Analyze customer feedback and performance metrics to identify areas for improvement and implement corrective actions.- Build and maintain strong relationships with carriers, legal professionals and claims adjusters ensuring their needs are understood and met.- Stay informed about industry trends and best practices in customer service to continually enhance the customer experience.- Implement strategies to promote customer retention and loyalty, including personalized outreach and engagement initiatives.- Monitor customer service KPIs and metrics, providing regular reports and insights to senior management.- Maintain a deep understanding of our products and services to effectively address customer inquiries and provide relevant information.-Conduct ongoing training to maintain an elevated level of client service and employee retention.Qualifications- Minimum of 5 years of experience in customer service or user experience leadership roles, preferably in the insurance, technology, law or healthcare sectors.- Demonstrated expertise with customer service solutions and CRM platforms.- Proven track record of delivering exceptional, hands-on customer service and driving customer satisfaction, with a focus on retention and growth.- Experience building, managing and developing a team of high-performing customer service representatives.- Strong interpersonal and communication skills, with the ability to effectively interact with co-workers and client professionals.- Excellent problem-solving abilities, with a proactive and solutions-oriented mindset.- Demonstrated ability to lead large teams and get results through others.- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.- Passion for working with Clients and a genuine desire to help them succeed.- Commitment to upholding high standards of professionalism and integrity.Join our client, where you will play a key role in shaping the future of legal support services and making a meaningful impact on the legal community.