Head of Client Experience

2 weeks ago

London, Greater London, United Kingdom Pogust Goodhead Full time

ABOUT POGUST GOODHEAD


Pogust Goodhead is a unique partnership between British, Brazilian and American lawyers, with particular expertise in group litigation and is currently managing some of the largest claims in English legal history, including claims against various vehicle manufacturers arising from the diesel emissions scandal.

The firm is also at the cutting-edge of group consumer claims, representing thousands of affected clients throughout Europe and across the globe.


Pogust Goodhead, formerly known as SPG Law, has grown globally, expanding out of its London offices into Europe and the United States.

See our website for more information about our firm.

Requirements:

Responsibilities

  • Champion a client centric approach and culture in everything we do working closely with the Partners, Client Care, Technology and Marketing teams so that we consistently deliver great endtoend client experiences.
  • Represent voice of the client in collaboration with Technology, Marketing & Client Care to determine core features to further develop within our platform and our client lifecycle journeys by collecting client feedback to derive meaningful insights for improvement.
  • Develop client segmentation and personas, ensuring we reach the right audience with the right message, at the right place and time.
  • Able to devise and implement a CX strategy using our wealth of data to improve the client experience. Develop and own our CRO programme to ensure we are constantly optimizing and improving the client experience.
  • Manage the client UX by taking ideas from whiteboard sketches all the way through to completion of beautifully crafted and polished user interfaces (UI).
  • Create and implement an analytics strategy to measure the performance of our client experience. Leverage existing and additional relevant technologies for reporting and analytics across the client lifecycle.

Experience

  • 5+ years' experience of leading experimentation & testing programmes within a B2C environment with extensive experience of commercial UX and experimentation delivery
  • Experience with marketing automation software e.g. Salesforce Marketing Cloud, Pardot, Marketo or similar
  • Highlycollaborative peopleperson who can balance strategy with short and long term growth objectives
  • A thorough understanding of CRO principles
  • Strong analytical and problemsolving skills with a keen eye for detail
  • Familiarity with A/B testing methodologies and execution (AB Tasty & FullStory experience desirable)
  • An ability to work and communicate across multiple stakeholders
  • Selfmotivated and able to manage workload effectively
  • Understands and adheres to pertinent regulations and best practices
  • Copywriting experience (desirable)
  • Team playing attitude and excellent selforganization and selfmotivation
  • A high level of accuracy and quality awareness
  • Logical thinking and dedicated problemsolving attitude
  • Not being scared of pivoting
  • High level of proactivity

Qualifications

  • Bachelor's degree in Marketing or a related qualification

Benefits

Pogust Goodhead employee commitment


At Pogust Goodhead we believe in championing personal growth and achievements, but first and foremost, we are also a team, and a team is strongest when everyone feels that they are supported and valued as individuals.

We know that our team are the heart of Pogust Goodhead and that is why we make the following commitment to all our people:
To be a meritocracy with a fair and transparent pay review process

To offer opportunities for internal promotion

To provide everyone with a fair and structured performance review process

To provide a learning environment that supports its employees in becoming experts in their roles

To give all Pogust Goodhead's people opportunities to influence and improve how we work

Our commitment to building an inclusive workplace


Pogust Goodhead is an equal opportunities employer who believes passionately that our team should represent the diversity of the clients that we support.

We are committed to providing a place of work that provides fair and equal career growth and learning opportunities to all its employees.

We do not tolerate discrimination of any kind within our company and we celebrate creating a culture offering opportunity for all, regardless of race, culture, gender, age, sexual orientation, socio economic background, disability, veteran status or religious beliefs.

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