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
• Fluent in English

Benefits

• Annual range of R$366,300 – R$457,600
• Sick & other leave in accordance with Brazilian statutory leave allowance
• Company provided laptop
• Paid time off during organization-wide closures for wellness
• Professional Development and time off: 5 days/40 hours paid time off with access to professional development after 1 year of service
• Paid time off for volunteering – after one year of service
• One time home office set-up allowance
• Additional perks: monthly home office allowance, monthly food allowance & monthly health insurance reimbursement