[Hiring] Head of Customer Experience @Keller Executive Search

Role Description

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.

• 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.

Qualifications

• Bachelor's degree required; advanced degree or professional certification preferred.
• 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.

Requirements

• Competitive compensation: $144,000–$210,000 USD.
• Opportunities for professional growth and leadership development.
• Full medical coverage.

Benefits

• 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.