Head of Customer Experience

Job Description

Spearhead the transformation of our client-feedback process, shifting from a single annual NPS survey to a dynamic, per-engagement system within six months. Take ownership of the candidate-experience standard, refining the management of interview slates, feedback delivery, and talent network retention. Conduct weekly one-on-ones with direct managers, fostering team growth with four new hires planned in the next year. Collaborate with practice leads on addressing escalations to align expectations with project outcomes. Provide monthly CX scorecards to the executive team, covering NPS, time-to-first-slate, and candidate-network retention.

Qualifications

1. 10+ years in customer experience or client services leadership, ideally in a professional-services context (consulting, executive search, agency, law). 2. Prior experience owning an NPS or equivalent program, implementing data-driven operational changes. 3. Comfortable communicating potentially adverse news to senior leaders, both internally and externally. 4. Bachelor's degree required; advanced degrees are welcome but not mandatory.

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. - Comprehensive medical coverage.