Head of Customer Experience

Keller Executive Search • Washington, DC

7h • Onsite

About The Position

As the Head of Customer Experience, you will lead and oversee the Customer Service function, ensuring seamless and exceptional support across teams. Based in Chicago, you will be responsible for strategizing and managing resources to optimize the customer journey and maintain high-quality service standards.

Requirements

• Bachelor's degree required
• Minimum of 10 years of experience in customer service or customer experience leadership roles.
• Proven experience in managing teams and driving customer-centric strategies.
• Strong knowledge of customer service metrics, data analysis, and process improvement.
• Excellent communication, leadership, and interpersonal skills.
• Ability to work collaboratively across departments and with senior leadership.
• Experience managing budgets, vendors, and operational workflows.
• Familiarity with relevant regulatory requirements and industry best practices.

Nice To Haves

• advanced degree or professional certification preferred

Responsibilities

• Develop and implement customer experience strategies aligned with the organization's goals.
• Manage the Customer Service team, including coaching, performance management, and resource allocation.
• Collaborate with cross-functional teams to enhance service delivery and operational efficiency.
• Monitor customer feedback and data to identify trends and areas for improvement.
• Ensure compliance with relevant policies and regulations.
• Lead initiatives to improve customer satisfaction and loyalty.
• Prepare and present reports to senior leadership on customer experience metrics and insights.

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: Director
• Number of Employees: 1-10 employees