Product Marketing and Client Experience Manager

About The Lisinski Law Firm Since 2020, Lisinski Law Firm has served as a dedicated humanitarian immigration practice committed to providing meaningful support to individuals and families seeking safety, stability, and a path forward. We frequently stand with clients who have been turned away elsewhere, offering both advocacy and care. Joining our Firm means becoming part of a team devoted to keeping families together and “Changing as Many Lives as Possible.” About the Role The Product Marketing & Client Experience Manager is a people-centered role that directly supports the Senior Director of Product Marketing & Client Experience. This role serves as a critical operational and strategic partner, transforming the firm's CX vision into day-to-day journey mapping, gap analysis, product marketing execution, and cross-functional coordination. This role is built around bringing to life and improving our clients’ lived experiences. Not just by mapping the internal process as designed, but the journey as our clients actually live it. The Product Marketing & CX Manager holds that perspective as the primary lens through which all work is evaluated and prioritized. This person works in close partnership with the Client Research Manager, who leads research design and execution. The Product Marketing & CX Manager translates those research outputs into actionable experience improvements, supports product marketing GTM planning & execution, and drives cross-functional alignment on the highest-impact opportunities. Success requires the ability to influence, align, and move teams without formal authority.  Your Key Contributions - Lead the execution of end-to-end client journey mapping, documenting the client experience, perceptions, emotions, expectations, and mindset across every stage of engagement. - Validate internal process assumptions through surveys, interviews, focus groups, and other research methods involving representative client samples and audiences. - Translate Voice of Client data and research findings into clear storytelling materials, feedback loops, executive-ready reporting, and actionable recommendations. - Develop and maintain a living client insight repository that tracks trends, recurring pain points, and the measurable impact of experience improvements over time. Inputs include cNPS, social sentiment and escalations, CSC escalations, and retention escalations. - Translate client journey and research findings into structured gap analyses that identify where client expectations diverge from actual Firm performance. Evaluate gaps based on client impact and business significance, not frequency alone. - Prioritize client experience improvement opportunities using a consistent framework that weighs client impact, revenue implications, operational feasibility, and strategic alignment. - Develop experience design recommendations that address root causes rather than surface-level symptoms across the full client lifecycle. - Partner with Operations, Legal, Technology, Marketing, and other cross-functional stakeholders to develop actionable, sequenced recommendations that address the most significant client experience gaps first. - Support the development of SOPs and process improvements grounded in substantive, quantified client evidence rather than internal assumptions. - Own, track, and regularly report on the role’s CX KPIs, including cNPS trends, client sentiment on social channels, client retention rate improvements, referral rates, and resolution speed for identified pain points. Report risks, wins, journey insights, and prioritization recommendations to the Sr. Director and relevant stakeholders with equal discipline. - Support go-to-market planning and execution for new products and service enhancements, working in lockstep with the Sr. Director, Product Management, and Operations. - Develop and maintain value propositions and messaging frameworks by product line and client segment, ens