Director, Customer Experience

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 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.

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 €84,000 – €105,000
• 20 vacation days per year
• 40 hours paid time off for community service
• 40 hours of paid time off for professional development
• Flexibility to use 3 floating holidays and 2 personal days
• Additional time off during org-wide closures
• B Lab pension scheme
• One-time stipend to make your home-based workspace more comfortable
• A remote-first workplace
• A flexible work environment with the ability to plan your work week around your personal commitments