Chief Experience Officer

Job Description

Job Description

Description :

The Chief Experience Officer (CXO) leads the firm’s mission to deliver world-class experiences — for both clients and team members. Reporting to the President, this role owns the design, execution, and continuous improvement of every interaction that defines Poulin | Willey’s reputation. The CXO brings a data-driven, system-minded approach to scaling excellence across people, process, and technology — ensuring the firm delivers consistent results, not random outcomes.

You will translate insights into action, build frameworks that make excellence repeatable, and drive accountability for measurable impact. This is not a “brand steward” role — it’s an operational architect of experience, ensuring every touchpoint with clients, employees, and partners is intentional, efficient, and aligned with firm values.

The CXO will :

• Engineer a seamless client journey from first contact through resolution and referral.
• Design and refine systems that remove friction and elevate satisfaction at every step.
• Partner with legal, operations, and talent teams to align culture, service, and outcomes.
• Use data to measure experience ROI — from client satisfaction to employee engagement and retention.
• Lead with clarity and energy, ensuring teams understand the why , the how , and the win .

This role demands decisive leadership, structured innovation, and fast execution. Success is defined by tangible movement in metrics — higher client satisfaction, stronger referral partnerships, engaged employees, and a culture of operational excellence.

Compensation : $150,000 base plus bonus

Responsibilities & Key Focus Areas Client Experience

Employee Experience

Leadership & Strategy

Requirements : Education

Experience

Skills