Job Description

ABOUT THE COMPANY:

Morgan & Morgan is a leading personal injury law firm dedicated to protecting the people, not the powerful. We take pride in the fact that we do not represent insurance companies, hospitals, or other large corporations. We have limited our law practice to the representation of the people, covering a wide range of personal injury and consumer protection cases.

John Morgan founded Morgan & Morgan in 1988. The firms first office was located in Orlando, Florida, and consisted of three attorneys, two paralegals and a receptionist. Today, we employ more than 500 lawyers. Additionally, we have a support staff of more than 2,600 across the country. These paralegals, case managers, case evaluation specialists, receptionists, engineers, and developers make sure that our clients are taken care of every step of the way.

In the past three decades, Morgan & Morgan has had incredible growth and we are not stopping there. We serve clients nationwide, with over 50 offices in more than 15 states. Soon, we will be everywhere for everyone.

For the people. Not the powerful.

Responsibilities:

CLIENT EXPERIENCE RESEARCH & CONTINUOUS IMPROVEMENT:

• Conduct client research activities and analysis to understand evolving client expectations, reactions to interactions, intake process, follow up, and overall impression of Morgan and Morgan.
• Facilitate internal discovery sessions to identify continuous improvement opportunities across client and case consultant journeys.
• Lead monthly CX reporting and follow-up on analysis to understand ongoing factors of client satisfaction/dissatisfaction, as well as short-term drivers.
• Partner with cross functional teams to systematically ensure VOC data is being collected throughout required client touch points.

JOURNEY MAPPING:

• Create journey maps and service blueprints within journey mapping software and/or other available tools (Visio, PowerPoint, etc.).
• Assist in the facilitation of focus groups, interviews, and discovery sessions to better understand and map existing client journeys.
• Assist in the creation and documentation of client experience process flows, systems, and measurements to provided consolidated source of truth for consistency across the organization.
• Serve as client journey subject matter expert within the CXO and participate in strategic cross-functional projects impacting Client Experience for assigned lines of business.

CX MEASUREMENT:

• Monitor CX dashboards to identify, propose, and lead continuous improvement initiatives impacting client experiences across the enterprise.
• Assist in expansion of voice of client programs including but not limited to survey creation/analysis, CRM documentation/disposition, and speech/text analytics.
• Partner with cross-functional teams to identify and implement best in class CX KPIs, ensuring delivery of world-class client journeys and experience.

SUCCESS IN THE ROLE:

• Get a kick out of digging deep into data and delivering the best results
• Have strong relationship building skills and the ability to collaborate in a cross functional environment
• Have a clear communication style, and the willingness to tailor your message to different audiences- including the ability to work with senior management
• Able to independently prioritize across disparate initiatives and tie the teams work to broader company goals and priorities

REQUIREMENTS

EDUCATION

• BA/BS in Business, Statistics/Analytics, or related field required. Masters is a plus.

EXPERIENCE

• 3-5 years of client analytics, research, or voice of the client expertise
• 3-5 years implementing/optimizing client experiences based on data-driven insights
• Experience measuring impact of continuous improvement initiatives both quantitatively and qualitatively from client and business perspectives
• Contact Center and Project Management experience a plus
• Experience with VOC and Journey Mapping tools preferred
• Familiarity with CRM, Knowledge Base, and Omni-Channel Offerings preferred

ADDITIONAL KNOWLEDGE/SKILLS/ABILITIES:

• Excellent communication and interpersonal skills with the ability to accommodate diverse perspectives
• Solid interpersonal skills with the ability to work across all levels of the organization
• Ability to pull actionable insights from data
• Strong presentation and/or training skills
• High proficiency using MS Office Suite (PowerPoint, Excel, Visio, and Word)

This position is located in Longwood, Florida. No relocation assistance is available.

Travel may be occasional but no more than 10%

BENEFITS

• Health, vision, and dental benefits
• 401(k) with employer match
• Paid vacation
• A diverse work atmosphere
• A knowledgeable, high-achieving, experienced, and fun environment
• Structured and informative, hands-on training
• Staff incentives and bonuses
• Great opportunities for advancement and career growth