HR Employee Experience & Culture Partner

About Keen

At Keen, we don't just deliver services. We embed ourselves into the heart of our clients' businesses. From digital marketing and creative to customer experience, we craft bold, high-performance digital experiences for global brands.

Keen helps U.S. and international companies scale smarter by embedding expert teams that drive results across marketing, creative, customer experience, and sales.

We’re not a legacy BPO. We’re a partner in growth - and that’s where you come in.

About the Role

We are seeking an experienced HR Employee Experience & Culture Partner to strengthen employee trust, communication, engagement, and retention across Keen.

The ideal candidate will be a visible, approachable, and trusted partner to employees and managers. They will listen to employee feedback, identify areas for improvement, and turn those insights into practical actions that strengthen company culture and the overall employee experience.

This is not a traditional payroll, HR administration, or employee relations role. This position offers a unique opportunity to shape how employees experience working at Keen and help build a more connected, accountable, and high-performing workplace.

Responsibilities:

• Build trusted relationships with employees and create clear, approachable channels for feedback.
• Lead employee listening activities, including surveys, focus groups, roundtable discussions, and one-on-one conversations.
• Identify common employee concerns, communication gaps, culture challenges, and factors contributing to staff turnover.
• Turn employee feedback into clear, practical actions and ensure employees are kept informed on progress.
• Partner with managers to improve communication, team culture, recognition, and accountability.
• Support managers in responding to employee concerns in a constructive and consistent way.
• Plan and deliver culture, engagement, recognition, and team-building initiatives and events.
• Support key employee experiences, including onboarding, development, and internal communication.
• Review employee feedback and turnover trends to help leadership make better people decisions.
• Work closely with the HR team and refer formal employee relations matters to the appropriate person.
• Provide leadership with balanced, practical recommendations on employee experience and culture.
• Take ownership of culture and engagement initiatives from planning through to delivery.

Requirements

• Four to seven years of experience in human resources, employee experience, employee engagement, organisational development, internal communications, or a related people-focused role.
• Experience designing and delivering employee engagement or culture initiatives.
• Experience gathering employee feedback through surveys, focus groups, interviews, or similar methods.
• Proven ability to turn feedback into practical and measurable actions.
• Experience supporting employee retention and identifying the causes of staff turnover.
• Experience coaching or partnering with managers to improve communication and team effectiveness.
• Strong emotional intelligence, judgement, and relationship-building skills.
• Excellent listening, facilitation, and communication skills.
• Comfortable handling sensitive information with professionalism and discretion.
• Able to manage difficult conversations in a calm and constructive way.
• Strong written and verbal communication skills.
• Able to work independently and take initiatives from idea to completion.
• Experience in a BPO, agency, contact centre, customer experience, or similar fast-paced environment would be advantageous.
• A relevant qualification in Human Resources, Industrial or Organisational Psychology, Organisational Development, Business, Communications, or a related field is preferred.
• Comfortable working in-office five days per week (office is located in Salt River)

Schedule & Location

• The standard working hours for this role are 12:00 pm - 9:00 pm SAST. As Keen supports stakeholders across multiple U.S. time zones and operates in a 24/7/365 environment,, flexibility required to meet business needs.
• This is a full-time, office-based role located in Keen's offices in Salt River.
• Monthly Transport Allowance or company transport provided.

Benefits

Why Join Keen?

Join a collaborative, high-performing team where your growth is a priority. We invest in our people through ongoing learning, career development, an annual Professional Development Budget, and Birthday Leave to celebrate your special day.

Compensation

• Competitive Base Salary
• Medical Allowance
• Attendance & Timeliness Bonus
• Transport Allowance
• Monthly Performance Bonus