Customer Experience Director (New York, NY)

B Lab

7h•$128,000 - $160,000•Remote

About The Position

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.

Requirements

8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.
Experience designing, delivering, and continuously improving customer experiences through digital products and services.
Demonstrated ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.
Experience building and scaling customer support, self-service, learning, and account management capabilities that enable excellent digital customer experiences.
Strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organisations.
Resume
Complete responses to our standard set of application questions
Candidate must hold U.S. work authorization without any time limitations or any other restrictions
Candidate must be a resident of New York State at the start of employment.
Candidate must be within commuting distance of our office in NYC.

Nice To Haves

Experience in certification, membership, SaaS, platform, learning, professional services or mission-driven organisations.
Experience working with global or regional operating models.
Experience with customer health scoring, journey analytics, CRM or customer success tooling.
Bachelor's degree in Business, Customer Experience, Service Design, Human-Centred Design, Marketing, Psychology, Digital Product Management, or a related field, or equivalent professional experience.
Relevant professional qualifications or certifications in customer experience, service design, product management, agile delivery, or change management are advantageous but not required.

Responsibilities

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.
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.
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.
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.
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.

Benefits

Excellent health benefits package including access to medical, vision and dental coverage
Paid time off for vacation - in your first year, you’ll start with 15 days (prorated in a to your start date)
Additional paid time off for organizational closures
403(b) with a match of up to 3%
Unlimited sick and personal time
After your first year of employment, 40 hours paid time off for community service
paid parental leave
time and budget for your professional development (we assess this PD budget annually)
A remote-first workplace
A flexible work environment with the ability to plan your work week around your personal commitments