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.

What you'll actually do
• 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.

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.
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.

Equal Employment Opportunity Statement:
Keller Executive Search provides equal employment opportunities to all qualified applicants and employees. Employment decisions are based on merit, qualifications, and business needs, without regard to protected characteristics under applicable law.

Commitment to Diversity:
An inclusive and equitable workplace is actively fostered. Hiring, development, and advancement practices are designed to broaden representation and ensure fair access to opportunity.

Data Protection and Privacy:
Personal data is processed solely for recruitment and employment purposes, in accordance with applicable data‑protection laws (including GDPR where relevant). Information may be retained for compliance and legitimate interests, subject to data minimization and security controls.

Pay Equity:
Compensation practices are reviewed to support pay equity for substantially similar work, accounting for bona fide factors such as experience, education, and performance.

Health and Safety:
Workplace health and safety obligations are observed in line with applicable national and local requirements. Employees are expected to follow all safety policies and promptly report hazards.

Compliance with Law:
All recruitment, selection, and employment practices are conducted in compliance with applicable laws and regulations in the jurisdiction of employment.

Note: This job posting may be for a position with Keller Executive Search or one of our clients. The specific employer will be identified during the application and interview process. Employment laws and requirements may vary depending on the employer and location.