<div class="content-intro"><hr> <p>&nbsp;</p></div><p><em><span style="font-weight: 400;"><strong>Please Note: </strong>B Lab is <strong>not</strong> working with a third party to fill this role an no part of our process requires applicants to pay fees. Applicants should only use our job board to submit an application, and will interact directly with our team during this process.</span></em></p> <hr> <p><em><span style="font-weight: 400;">This is a&nbsp;<strong>Full-Time</strong> Role (40 hours per week, 5DWW) with no option for part-time work. While this is a remote-first opportunity, the candidate filling this role must be a resident of the Netherlands, the U.K., Brazil, Pennsylvania, or New York at the start of employment. Additionally, they must be within commuting distance of our office in Amsterdam, London, São Paulo, Philadelphia, New York City.&nbsp;<br></span></em><em>Please visit&nbsp;<a href="https://boards.greenhouse.io/blab" target="_blank">our Careers page</a> to review all opportunities and submit your application for the role(s) that best fit your location and work authorization. This job ad will close automatically at 5:00pm EST on October 28th.</em></p> <hr> <h2><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>About the Role</strong></span></h2> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">The Customer Experience function is responsible for creating consistent, intuitive and valuable experiences that enable businesses to successfully engage with B Lab's certification, products and services while continuously improving their impact over time.&nbsp;The function brings together customer journey design, customer insight, learning, customer operations, process optimisation and account management coordination to create seamless experiences across the customer lifecycle. It ensures businesses understand what is expected of them, can confidently navigate B Lab's products and services, and receive the support, guidance and capabilities needed to succeed.&nbsp;Working across Standards Solutions, Product, Growth and Engagement, the function acts as the organisation's <strong>voice of the customer</strong>, translating customer insight into improvements in products, services, processes and organisational decision-making. It ensures customer needs, behaviours and outcomes are reflected in how B Lab designs, delivers and evolves its offerings.&nbsp;The function also leads the continuous improvement of customer-facing experiences, reducing friction, increasing adoption, strengthening long-term engagement and improving operational effectiveness. By balancing customer needs with operational excellence, it creates experiences that are scalable, consistent and trusted across regions, products and services.&nbsp;The function succeeds when businesses consistently experience B Lab as trusted, intuitive and valuable, resulting in stronger customer satisfaction, higher adoption, increased retention, lower customer effort and greater long-term impact.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">B Lab is seeking a <strong>Director, Customer Experience</strong> to lead the organisation's Customer Experience function, responsible for creating consistent, intuitive and valuable experiences that enable businesses and B Corps to successfully engage with B Lab's certification, products and services while continuously improving their impact over time.&nbsp;The role brings together Customer Journey Design, Customer Insights, Learning, Customer Operations, Process Optimisation and Account Management Coordination to create seamless, customer-centred experiences across the customer lifecycle. It is accountable for ensuring customers understand what is expected of them, can confidently navigate B Lab's products and services, and receive the support, guidance and capabilities they need to succeed.&nbsp;Acting as the organisation's <strong>voice of the customer</strong>, the role translates customer insight into improvements in products, services, processes and organisational decision-making. Working closely with Standards Solutions, Product, Growth and Engagement, it ensures customer needs shape how B Lab designs, delivers and continuously improves its offerings.&nbsp;The successful candidate will be a strategic customer experience leader with a proven track record of designing customer journeys, leading customer operations and translating customer insight into measurable improvements in customer satisfaction, engagement, operational performance and long-term retention.</span></p> <p><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">&nbsp;</span></p> <h3><span style="font-family: helvetica, arial, sans-serif;">Core Responsibilities&nbsp;</span></h3> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer Journey Design [25%]</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Lead the design and continuous improvement of end-to-end customer journeys across certification, products and services.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Define customer experience principles, journey standards and service expectations across the organisation.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify and remove friction, handoff issues and experience gaps across customer touchpoints.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Standards Solutions, Product and regional teams to ensure customer journeys are intuitive, consistent and operationally effective.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure journey improvements are informed by customer evidence, operational insight and measurable outcomes.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer Insights &amp; Voice of Customer [20%]</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Lead customer research, voice-of-customer programmes, journey analytics and customer insight capabilities.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Translate customer insight into recommendations that improve products, services, processes and organisational strategy.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure customer needs, behaviours and outcomes are consistently reflected in organisational decision-making.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Growth to inform market segmentation, value propositions, customer retention and lifecycle strategies.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build a culture of continuous learning by embedding customer evidence across the organisation.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer Capability &amp; Success [20%]</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Lead customer learning, enablement and support strategies that help businesses and B Corps confidently engage with B Lab's certification, products and services.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure learning resources, guidance and support are accessible, scalable and aligned to customer journey needs.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Improve customer confidence, capability, adoption and long-term engagement through effective learning and support.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Standards Solutions to translate technical requirements into practical, customer-centred guidance.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Measure the impact of learning, support and enablement on customer adoption, satisfaction and retention.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer Operations &amp; Service Excellence [20%]</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Lead customer operations and service delivery, including service standards, support models, escalation pathways and process optimisation.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Improve responsiveness, consistency, customer effort and operational efficiency across regions and customer segments.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Product and Technology to improve operational tooling, automation, self-service capabilities and customer data.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Build scalable operating models that deliver consistent customer experiences while reducing cost-to-serve.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Continuously improve customer-facing processes to support sustainable organisational growth.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Account Management Coordination &amp; Lifecycle Management [15%]</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Coordinate customer engagement and account management practices across regions, products and customer segments.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Growth, Standards Solutions and Community to strengthen retention, lifecycle management and proactive customer engagement.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Ensure customer engagement is informed by customer health, lifecycle stage, adoption data and customer insight.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Develop common engagement frameworks while enabling regional flexibility.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Equip teams with the tools, dashboards and practices needed to deliver consistent, proactive customer relationships.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Success Measures</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Consistent, intuitive and seamless customer experiences across certification, products, services and customer touchpoints.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Improved customer satisfaction, trust, engagement and long-term retention.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Increased customer understanding, capability and adoption through effective learning, guidance and support.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Reduced customer effort, operational friction and cost-to-serve.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Scalable customer operations, service models and lifecycle management practices across regions.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Customer insight embedded in organisational strategy, product development and operational decision-making.</span></li> </ul> <p><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Major Objectives/Project for the role in the first 6-12 months</span></p> <ul> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Define the end-to-end customer journey architecture for B Lab’s certification and product ecosystem.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Establish a voice-of-customer and customer insight operating rhythm.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Identify and prioritise the highest-impact friction points in the customer journey.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Develop consistent customer support, learning and account management practices across regions and verticals.</span></li> <li style="font-family: helvetica, arial, sans-serif; font-size: 12pt;"><span style="font-family: helvetica, arial, sans-serif; font-size: 12pt;">Partner with Product and Standards Adoption to improve customer readiness, adoption and satisfaction.</span></li> </ul> <p>&nbsp;</p> <h2><span style="font-size: 14pt; font-family: helvetica, arial, sans-serif;"><strong>About You</strong></span></h2> <ul> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience designing, delivering, and continuously improving customer experiences through digital products and services.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Demonstrated ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Experience building and scaling customer support, self-service, learning, and account management capabilities that enable excellent digital customer experiences.</span></li> <li style="font-size: 12pt; font-family: helvetica, arial, sans-serif;"><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">Strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organisations.</span></li> </ul> <p><em><span style="font-size: 12pt; font-family: helvetica, arial, sans-serif;">While not required these sk