Client Experience Director

Language Requirement: Bilingual in Spanish and English preferred

Colombo & Hurd, PL is a nationally recognized immigration law firm dedicated to representing professionals, investors, businesses, and families around the world. Since our founding in 2006, we've grown to a global team of over 500 and we are proud to have been named the top immigration law firm in Central Florida by the Orlando Business Journal. We wholeheartedly believe in the philosophy of doing well by doing good, and we seek opportunities to provide service to our clients and our community by advancing the cause of immigrants.

Position Overview

At Colombo & Hurd, we believe exceptional client experience should be more than a service standard — it should be part of who we are as a firm.

Over the past several years, we have invested significantly in building the foundation of our Client Experience function, including the team, processes, training, feedback systems, and infrastructure that support it today. We are now looking for a Client Experience Director to lead this function into its next chapter.

This is an opportunity to take something thoughtfully built and make it exceptional. You will shape the strategy for how CX is implemented and embedded across the firm, strengthen what is already working, and identify where we can do better. You will work across attorneys, Legal Operations, leadership, and client-facing teams to make exceptional client experience a consistent part of how Colombo & Hurd operates.

Most importantly, you will help define what it means for a client to feel safe, understood, supported, and genuinely cared for throughout an immigration journey that can be deeply personal and emotional.

Our ambition is bigger than improving satisfaction scores. We want to be known as the firm people choose because of the experience we provide.

What You’ll Lead

Client Experience Strategy

Own the firm's Client Experience strategy and continue evolving the foundation already established. Identify where CX should go next and translate the firm's mission, brand, and culture into a differentiated client experience with clear standards and measurable outcomes.

Client Journey & Insights

Own the overall client journey and ensure the firm understands how clients experience each stage of their immigration process. Use client feedback, surveys, data, and other insights to identify opportunities, measure impact, and drive meaningful improvements.

People, Training & Culture

Lead the Client Experience team and champion a firm-wide culture of exceptional client care. Oversee the continued development of CX training, standards, and performance expectations, including systems that connect client experience to how teams are coached and evaluated.

Client Advocacy

Serve as a voice for the client across the organization and establish proactive approaches to identifying and addressing at-risk or high-stakes client situations before they escalated. Bring empathy, judgment, and diplomacy to situations where client needs require thoughtful intervention.

Cross-Functional Leadership

Partner closely with attorneys, Legal Operations, BI/Data, and firm leadership to embed Client Experience into the way the firm operates. Build alignment among senior stakeholders and translate CX strategy into meaningful, sustainable change.

Evaluate the firm's existing CX infrastructure, processes, technology, and performance measures and recommend thoughtful improvements as the function evolves. Use meaningful CX metrics and client insights to help leadership understand what is working, where the firm can improve, and the impact of those changes.

Who We're Looking For

We are looking for a strategic CX leader and exceptional people leader who understands that great client experience is both a discipline and a human connection.

The right person will bring deep expertise in client experience and the presence to influence an organization at the executive level. They will be equally comfortable analyzing client metrics, developing strategy, and sitting with a team to understand why a client doesn't feel heard.

This person should have the empathy to understand what clients are experiencing, the strategic perspective to see where the firm can improve, and the leadership ability to bring people along in that vision.

• 7+ years of progressive experience in client experience, customer experience, patient experience, customer success, or a related function, including experience leading teams, strategy, or significant cross-functional initiatives
• Proven experience building, leading, or significantly growing a CX function, including developing strategy, standards, processes, and performance measures
• Strong strategic and analytical capabilities, with experience using client feedback, CX metrics, and performance insights to identify opportunities and drive organizational decisions
• Demonstrated ability to influence at the executive level, build alignment across diverse teams, and lead effectively without relying solely on formal authority
• Strong people leadership and communication skills, including developing teams, influencing organizational culture, and navigating sensitive client situations and complex organizational dynamics with empathy and judgment
• Experience designing and implementing training, service standards, or client experience programs is a plus.
• Prior experience in legal, healthcare, or another field where clients are navigating something high-stakes and emotional is also a plus, but we're open to strong strategic leaders from other backgrounds