Customer Experience Director (New York, NY)

Please Note: B Lab is not 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.

• This is a Full-Time 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.
• Please visit our Careers page 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.

About the Role

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. 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. Working across Standards Solutions, Product, Growth and Engagement, the function acts as the organisation's voice of the customer , 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. 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. 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.

B Lab is seeking a Director, Customer Experience 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. 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. Acting as the organisation's voice of the customer , 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. 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.

Core Responsibilities

Customer Journey Design [25%]

Lead the design and continuous improvement of end-to-end customer journeys across certification, products and services.

Define customer experience principles, journey standards and service expectations across the organisation.

Identify and remove friction, handoff issues and experience gaps across customer touchpoints.

Partner with Standards Solutions, Product and regional teams to ensure customer journeys are intuitive, consistent and operationally effective.

Ensure journey improvements are informed by customer evidence, operational insight and measurable outcomes.

Customer Insights & Voice of Customer [20%]

Lead customer research, voice-of-customer programmes, journey analytics and customer insight capabilities.

Translate customer insight into recommendations that improve products, services, processes and organisational strategy.

Ensure customer needs, behaviours and outcomes are consistently reflected in organisational decision-making.

Partner with Growth to inform market segmentation, value propositions, customer retention and lifecycle strategies.

Build a culture of continuous learning by embedding customer evidence across the organisation.

Customer Capability & Success [20%]

Lead customer learning, enablement and support strategies that help businesses and B Corps confidently engage with B Lab's certification, products and services.

Ensure learning resources, guidance and support are accessible, scalable and aligned to customer journey needs.

Improve customer confidence, capability, adoption and long-term engagement through effective learning and support.

Partner with Standards Solutions to translate technical requirements into practical, customer-centred guidance.

Measure the impact of learning, support and enablement on customer adoption, satisfaction and retention.

Customer Operations & Service Excellence [20%]

Lead customer operations and service delivery, including service standards, support models, escalation pathways and process optimisation.

Improve responsiveness, consistency, customer effort and operational efficiency across regions and customer segments.

Partner with Product and Technology to improve operational tooling, automation, self-service capabilities and customer data.

Build scalable operating models that deliver consistent customer experiences while reducing cost-to-serve.

Continuously improve customer-facing processes to support sustainable organisational growth.

Account Management Coordination & Lifecycle Management [15%]

Coordinate customer engagement and account management practices across regions, products and customer segments.

Partner with Growth, Standards Solutions and Community to strengthen retention, lifecycle management and proactive customer engagement.

Ensure customer engagement is informed by customer health, lifecycle stage, adoption data and customer insight.

Develop common engagement frameworks while enabling regional flexibility.

Equip teams with the tools, dashboards and practices needed to deliver consistent, proactive customer relationships.

Success Measures

Consistent, intuitive and seamless customer experiences across certification, products, services and customer touchpoints.

Improved customer satisfaction, trust, engagement and long-term retention.

Increased customer understanding, capability and adoption through effective learning, guidance and support.

Reduced customer effort, operational friction and cost-to-serve.

Scalable customer operations, service models and lifecycle management practices across regions.

Customer insight embedded in organisational strategy, product development and operational decision-making.

Major Objectives/Project for the role in the first 6-12 months

Define the end-to-end customer journey architecture for B Lab’s certification and product ecosystem.

Establish a voice-of-customer and customer insig