Head of Customer Experience

Keller Executive Search • Chicago, IL

1d

About The Position

This is a position within Keller Executive Search and not with one of its clients. As the Head of Customer Experience based in Chicago, this role leads the internal Customer Service function and ensures consistent delivery across teams supporting executive search operations.

Requirements

• Knowledge of relevant local regulations and best practices that impact Customer Service operations.
• Bachelor’s degree required; advanced degree or professional certification preferred.
• Experience managing budgets, vendors, and complex initiatives end-to-end.
• 10+ years of progressive experience in Customer Service leadership roles, including people management.
• Proven ability to set strategy and deliver measurable outcomes in a fast-paced professional services environment.
• Data-driven approach with comfort using metrics, reporting, and process improvement methods.

Nice To Haves

• advanced degree or professional certification preferred.

Responsibilities

• Manage budgets, vendors, and resource planning for the Customer Service function.
• Define and execute the Customer Service strategy aligned with business priorities and service standards.
• Present insights and recommendations to leadership, translating data into practical action.
• Lead, coach, and develop a high-performing team, setting clear goals and accountability.
• Ensure adherence to internal policies, quality standards, and relevant regulatory requirements.
• Partner with sales, delivery, research, and leadership teams to streamline workflows and remove friction.
• Identify risks and implement controls to protect service quality, data, and reputation.

Benefits

• Salary range: 175,000 - 240,000
• Opportunities for professional growth through leadership development and high-visibility projects.
• Flat management structure with direct access to decision-makers.
• Open communication environment.
• Full medical coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Executive
• Number of Employees: 51-100 employees