Director of Customer Engagement (CX)

The Role:

Torticity is a cutting-edge litigation technology startup that specializes in the mass tort and personal injury space. We are on a mission to revolutionize the way individuals access justice by empowering law firms with our end-to-end case processing platform. Our innovative solutions empower claimants, attorneys, and law firms with efficient claim resolution by leveraging technology and data-driven insights.

We are seeking a skilled Director of Claimant Engagement (CX) to join our innovative team to shape the way claimants navigate their legal journey with our platform. As a key business stakeholder of claimant experience, you will be foundational to designing and overseeing the horizontal B-to-C claimant experience, leading the full initiative from setting the strategic vision to planning and process implementation. Your leadership will ensure that thousands of claimants receive the support and guidance they need, while also contributing to the success of our law firm partners.

If you are a strategic leader with a passion for creating outstanding claimant experiences and are excited to join a dynamic lit-tech startup during its hypergrowth phase, we'd love to hear from you.

Role Responsibilities Include:

• Lead the design and implementation of an omnichannel, end-to-end claimant experience strategy optimized for maximum engagement throughout the lifecycle of various litigations, starting from case initiation through settlement.
• Execute and oversee all aspects of claimant experience from user journey mapping to AI implementations while ensuring excellence of execution at each stage.
• Develop and oversee the content strategy that is informed by our law firm clients and their claimant needs by individual litigation type.
• Implement digital outreach strategies for most effective multi-channel claimant communications, including the implementation of AI templates and journey automation that are fully integrated with our core operational processes.
• Collaborate and contribute to building integrative client experiences, aligned with tech and product developments, while balancing prioritization of CX initiatives with internal business growth needs.
• Develop and embed a strong foundational analytics framework to measure the effectiveness of claimant engagement strategies, while identifying trends and opportunities for improvement.
• Implement outcome-driven KPIs that will be critical to monitoring the effectiveness of engagement strategies, performance and adoption of the CX strategy.
• Rely on data-driven insights and design thinking to drive claimant-centric journey improvements.
• Collaborate with cross-organizational team leaders in operations, technology, product, UX/design, legal, and client management for rapid adoption and implementation of CX initiatives.
• Foster a culture of continuous improvement by regularly evaluating processes, gathering feedback, and implementing enhancements to claimant services.
• Ensure that all engagement strategies and activities are HIPPA compliant and maintain the highest standards of data security and privacy

Skills:

• Minimum of 8 years of experience in establishing and managing a CX team.
• Strong experience in designing and implementing end-to-end user engagement journeys
• Expertise in building frictionless Omni-channel CX solutions with Iterable
• Excellent project management and process mapping skills (Lean Six Sigma certification preferred)
• Knowledge of business process analysis. design techniques, and collaborative tools such as JIRA, Asana, Lucid Chart, etc.
• Strong background in business and marketing funnel analysis
• Strong leadership skills with a track record of building and leading high-performing teams.
• Demonstrates a strong initiative to lead and own CX as a business
• Prior experience in the legal industry or familiarity with Mass Tort Litigation is a plus
• Expertise in utilizing Iterable is required.
• Bachelor’s degree in business administration, marketing, engineering, industrial design, or a related field (MBA preferred).
• Flexible, enthusiastic and proactive approach to work.

About Us:

Torticity is a fast-growing litigation-tech start-up, specializing in transforming legal operations within the Mass Tort and Personal Injury space. Our mission is to leverage technology and data-driven insights to transform the legal case management process. Our ever-growing offering includes a full suite of end-to-end services designed to streamline the operational needs of law firms at scale.

Our committed team strives to help those who have suffered injuries to receive fair and equitable compensation for their damages. Our team is a compassionate, diverse group of people who are incredibly engaged and focused on our mission.

Torticity offers a competitive benefits package, a flexible PTO plan, and an engaging work environment within a fast-paced industry. We are seeking an individual who thrives in a hyper-growth startup environment, is eager to take on new challenges, and exudes passion for our mission to create lasting change.

We are an equal opportunity employer and make employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, age, or any other status protected by law.

Job Type: Full-time permanent role

Date Posted: September 2024