Head of Customer Experience

2 hours, 53 minutes ago
Full-time
Executive
Customer and Technical Support
Keller Executive Search

Keller Executive Search

Keller Executive Search is a leading global headhunting and recruitment firm with a presence in 48 countries. We specialize in finding quality leaders to drive business success through retained executive search and a range of curated services, includin...

Professional Services
1-10

Description

  • Redesign and implement a per-engagement client feedback loop to replace the current annual NPS survey.
  • Own the candidate experience standard, including interview slate management, feedback delivery, and talent network retention for rejected candidates.
  • Lead a team of 14 across client success, candidate care, and CX operations.
  • Run weekly one-on-ones with the three direct managers reporting to the role.
  • Build and develop the next layer of the team as additional hires are added over the next 12 months.
  • Partner with practice leads to manage escalations when engagement expectations and outcomes diverge.
  • Report a monthly CX scorecard to the executive team covering NPS, time-to-first-slate, and candidate-network retention.
  • Oversee operational changes needed to improve customer experience across the search process.

Requirements

  • 10+ years of experience in customer experience or client services leadership, ideally in a professional-services environment such as consulting, executive search, agency, or law.
  • Experience owning an NPS or equivalent customer feedback program, including operational changes driven by the results.
  • Bachelor's degree required.
  • Advanced degree preferred but not required.
  • Comfort communicating difficult feedback and serving as the messenger of bad news to senior leaders and clients.
  • Experience leading managers and building out team structure in a growing organization.
  • Ability to operate in an internal leadership role reporting to the COO.

Benefits

  • Competitive compensation of $144,000–$210,000 USD.
  • Opportunities for professional growth and leadership development.
  • Flat management structure with direct access to decision-makers.
  • Open communication environment.
  • Full medical coverage.
  • Equal employment opportunity commitment.
  • Inclusive and equitable workplace practices.
  • Pay equity-focused compensation practices.

Interested in this position?

Apply directly on the company website

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