Customer Experience Director

Role Overview

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.

What You Will Do

The Customer Experience Director will lead the design and continuous improvement of end-to-end customer journeys across certification, products and services, and ensure customer needs, behaviours and outcomes are consistently reflected in organisational decision-making.

Why It Might Be a Fit

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

Benefits

• Annual salary in the range of $120,000 – $150,000 based on experience and skills
• Excellent health benefits package including access to medical, vision and dental coverage
• Paid time off for vacation
• Additional paid time off for organizational closures
• 403(b) with a match of up to 3%
• Unlimited sick and personal time
• 40 hours paid time off for community service
• Paid parental leave
• Time and budget for professional development
• A remote-first workplace
• A flexible work environment