Client Experience Lead

Husch Blackwell LLP is a full-service litigation and business law firm with multiple locations across the United States, serving clients with domestic and international operations.

At Husch Blackwell we believe that diverse, equitable and inclusive teams lead to better outcomes. Husch Blackwell is committed to retaining, recruiting, developing, and promoting talented lawyers and business professionals with diverse backgrounds and experiences. We foster an engaged, diverse, and inclusive team culture of accountability and purpose that makes our Firm and our communities better.

Our firm is committed to attracting and retaining professionals who value each other and the service we provide by embracing Teamwork, Collaboration, Client Service, and Innovation. If you are a motivated professional looking for a long-term fit where you can grow in a role, and will be valued and empowered, then we invite you to apply to our Client Experience Lead position, supporting our Complex Torts (CXT) industry group. This position may be filled remotely or in any of our Husch Blackwell office locations. 

Business Context

We are launching a new strategic business unit, Complex Torts (CXT), to capture a significant market opportunity, and we’re building this differently than legal industry norms and what we’ve done before at Husch Blackwell. In CXT, we’re taking a product-centric approach, turning our expertise into a standalone platform, integrating exceptional client experience with best-in-class legal expertise, powered by technology, data intelligence, and innovative business models, to drive better client outcomes.

Nothing like this has been done before, and we need innovative, strategic, client-obsessed, and action-oriented leaders to help us achieve our audacious goal: to be the market leader in complex torts litigation.

What the Role Is

The Client Experience Lead is a first-of-its-kind, foundational role at Husch Blackwell, building something from the ground up. This product-centric approach to Practitioner and Client Experience is a new capability and role for our firm. As the first hire in this function, you will set the  foundation for our practice and will evolve in your role alongside the broader operating model, playing a key role in defining its scope and impact. You operate at the intersection of (1) product thinking (2) business strategy, (3) client experience, and (4) execution, accountable for building and launching CXT’s service delivery platform. Your clients are the practitioners in this practice, and your mandate is to serve them so they can better serve our existing, expanding, and new accounts. 

• Serve as the connective tissue between the business unit practitioners and the broader HB functions and ecosystem 
• Understand practitioner’s intent, vision, and priorities for client delivery 
• Translate business needs into integrated end-to-end solutions 
• Drive decisions and prioritization across the domain 
• Step in and execute when gaps exist or quality falls short 
• Transition work to HB functional experts as capabilities mature 

What This Role is Not 

• Not a Functional SME: You are not expected to be the deepest expert in the legal field or areas above. 
• Not a Project Manager: You are not responsible for task tracking alone; you own whether the work was the right work, make the call when it isn’t and executes when needed.  
• Not a Coordinator:You do more than align teams, you are accountable for outcomes and ensuring decisions translate into execution.  
• Not an Account Manager: You are not creating QBRs or updating a CRM; you are a strategic advisor and partner to our litigators so together we can create a world-class client experience.

Essential Responsibilities Include:

• Own the Experience Platform  
  • Own the end-to-end practitioner experience platform, including quality, experience, and outcomes for the full business lifecycle 
  • Define and evolve the service offering to our practice (and in turn our practitioner’s clients) to reflect a deeper understanding of external client priorities and strategic business challenges 
  • Take a customer-centric, product-minded approach to developing solutions for our team and external clients, with an eye towards scalability and removing friction as we grow 
• Integrate and Orchestrate Across Multiple HB Functions  
  • Partner with embedded specialized experts across Client Experience, Sales & Business Development, Marketing, Branding, Communications, Knowledge Management, Innovation, Technology, and Talent Acquisition to deliver end-to-end solutions  
  • Translate CXT business context into clear direction for functional experts 
  • Align priorities, resolve tradeoffs, and ensure domain operates as a cohesive system rather than siloed functions 
• Operate as a Player-Coach 
  • Step into functional work when capabilities are not yet built, talent is not yet hired or fully developed, quality is below the expected standard 
  • Establish and raise the bar for “what good looks like”  
  • Transition execution to dedicated experts as the system matures 
• Drive Growth & Scalability (Productization) 
  • Partner with Business Development, Proposal, and Marketing teams to shape go-to-market approach 
  • Ensure alignment across positioning, sales, and delivery 
  • Offer new solutions to deepen client engagement that will differentiate us in the market 
  • Identify repeatable patterns and codify them into playbooks, templates, workflows, and best practices 

What Success Looks Like 

• CXT practitioners, and by extension their clients, experience a seamless, differentiated, and high-value engagement  
• Functional teams operate with clarity, alignment, and speed 
• Growth accelerates through coordinated go-to-market approach and delivery 
• Capabilities evolve into a scalable, repeatable product model 
• Gaps in capabilities do not inhibit progress because you step in and solve them. Ability to execute outside your core background when needed.  

Who You Are  

• High Agency:You take ownership without waiting for direction. You are solution-focused. 
• Structured Thinker:You bring clarity to ambiguity. Comfort operating without complete information.  
• Operator + Strategist:You can think big picture, then distill an idea down to discrete steps and execute.  
• Strong Judgement:You know what good, good enough, and great looks like. You have the ability to assess and elevate quality across disciplines.  
• Low Ego & High Influence: You work across teams effectively and influence action.  
• Strong Communicator: You have high EQ, can effectively manage stakeholders, and earn trust.    
• Customer Obsessed, Client First: You treat every person you collaborate with as your “client” and look to understand and meet their needs. 
•  Builder Mindset: You enjoy building processes or solutions from scratch and are excited to be the person who builds the experience rather than being given something already built. 
• Thrive in Ambiguity: You take ambiguous problems and break them into actionable, clear steps to solve, and are not stymied when operating with imperfect information.

Requirements

• Must have experience working in a client-service or customer-facing role (e.g., business development, sales, customer experience) 
• Experience leading problem solving and implementing solutions 
• Formal product experience is not necessary, but candidate needs to demonstrate ability to identify needs or problems, and translate those issues into proposed solutions and action plans 
• Demonstrated ability to work cross-functionally to get things done 
• Experience and desire to work with a high degree of ambiguity (consulting and / or start-up experience preferred) 
• Demonstrated ability to juggle multiple responsibilities at once, to prioritize, and execute as a team of one 
•  Demonstrated experience building relationships and partnering cross-functionally to solve problems, build solutions, and get things done 
• Ability to operate effectively in ambiguous, fast-changing environments (consulting/start-up experience preferred) 
• Ability to influence without authority and a self-starter.  
• Able to garner respect and trust from stakeholders in a collaborative manner. 
• Excellent written and verbal communication skills 
• Recognizes stakeholder needs and creates viable solutions to improve the customer experience 
• Designs processes, drives continuous improvement, and builds scalable workflows from scratch 
• Must be forward-thinking with proven ability to deliver solutions to complex challenges. 

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of essential functions, responsibilities, or requirements. The Firm will provide reasonable accommodations as necessary to allow an individual with a disability to apply for and/or perform the essential functions of a position.  If you need assistance to accommodate a disability, please contact HR. 

COMPENSATION AND BENEFITS

Employees are entitled to compensation commensurate with skill and experience. The exact compensation will vary based on skills, experience, location, and other factors permitted by law. The expected compensation ranges for this position in various states and jurisdictions are as follows:

• State of California: $99,000 - $202,000
• State of Colorado: $91,000 - $162,000
• State of Illinois: $89,000 - $174,000
• State of Massachusetts: $99,000 - $189,000
• State of Maryland: $96,000 - $145,000
• State of Minnesota: $99,000 - $164,000
• Jersey City, NJ: $108,000 - $195,000
• State of New York: $92,000 - $199,000
• State of Vermont: $98,000 - $188,000
• State of Washington: $96,000 - $182,000
• Washington, D.C.: $128,000 - $188,000

The above salaries do not include a discretionary bonus, however bonus opportunities are non-guaranteed, and are dependent upon individual and firm performance. Full-time employees receive benefits including: medical and dental coverage; life insurance; short-term and long-term disability insurance; pre-tax flexible spending account for certain medical and dependent care expenses; an employee assistance program; Paid Time Off; paid holidays; participation in a retirement plan program after meeting eligibility requirements; and more.

Please include a cover letter and resume when applying.

EOE/Minority/Female/Disabled/Vet. Principal Applicants Only.

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Qualifications Education Required High School or better. Preferred Bachelors or better. Experience Required Strong business acumen and ability to analyze and anticipate needs Demonstrated history of problem-solving and being solutions-oriented Experience in a client-facing role Equal Opportunity Employer
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