Head of Customer Experience

Keller Executive Search • Washington, DC

1d • $144,000 - $210,000 • Onsite

About The Position

Keller Executive Search is hiring a Head of Customer Experience to own the end-to-end experience for both sides of an executive search engagement — the hiring company that retained us and the candidate we're placing. This is an internal role, reporting to the COO. You'll lead a team of 14 across client success, candidate care, and CX operations.

Requirements

• 10+ years in customer experience or client services leadership, ideally in a professional-services context (consulting, executive search, agency, law).
• You've owned an NPS or equivalent program before, including the operational changes that NPS data forced.
• Comfortable being the bad-news messenger to senior leaders — internally and to clients.
• Bachelor's required; advanced degrees welcome but not required.

Responsibilities

• Redesign our client-feedback loop — currently a single annual NPS survey; we want a per-engagement system live within six months.
• Own the candidate-experience standard: how interview slates are managed, how feedback is delivered, how rejected candidates are kept in the talent network.
• Run weekly one-on-ones with the [3] direct managers under you; build out the next layer of the team (we're hiring 4 in the next 12 months).
• Partner with the practice leads on escalations — the calls a search engagement makes when expectations and reality diverge.
• Report a monthly CX scorecard to the executive team: NPS, time-to-first-slate, candidate-network retention.

Benefits

• Competitive compensation: $144,000–$210,000 USD
• Opportunities for professional growth and leadership development.
• Company culture: 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: Senior
• Number of Employees: 1-10 employees