B Lab
Customer Experience Director (New York, NY)
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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 optimization, 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.
B Lab is seeking a Director, Customer Experience to lead the organization'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 Optimization, and Account Management Coordination to create seamless, customer-centered 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 organization's voice of the customer, the role translates customer insight into improvements in products, services, processes, and organizational 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
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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 organization.
- 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.
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Customer Insights & Voice of Customer [20%]
- Lead customer research, voice-of-customer programs, journey analytics, and customer insight capabilities.
- Translate customer insight into recommendations that improve products, services, processes, and organizational strategy.
- Ensure customer needs, behaviors, and outcomes are consistently reflected in organizational 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 organization.
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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-centered guidance.
- Measure the impact of learning, support, and enablement on customer adoption, satisfaction, and retention.
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Customer Operations & Service Excellence [20%]
- Lead customer operations and service delivery, including service standards, support models, escalation pathways, and process optimization.
- 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 organizational growth.
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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 organizational 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 insight operating rhythm.
- Identify and prioritize the highest-impact friction points in the customer journey.
- Develop consistent customer support, learning, and account management practices across regions and verticals.
- Partner with Product and Standards Adoption to improve customer readiness, adoption, and satisfaction.
About You
- 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, behavioral 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 organizations.
- Experience in certification, membership, SaaS, platform, learning, professional services, or mission-driven organizations.
- 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.
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Compensation Details
- An annual salary in the range of $128,000 - $160,000 based on experience and skills.
- 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 - if you need it, use it.
- After your first year of employment, 40 hours paid time off for community service; paid parental leave; and 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.
Hiring Process
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We require all of the following in order to consider your application:
- Resume
- Complete responses to our standard set of application questions.
- Please note that we do not use AI to review applications.
- Please do not include a cover letter.
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If you progress through additional stages in the hiring process you can expect to:
- Step 1: Submit your resume and responses to our application questions in full.
- Step 2: Meet with our recruiter and submit your responses to our video questions via Spark Hire - please note that we do not use AI to assess submissions.
- Step 3: Participate in an interview with a panel via Google Meet or Zoom (all candidates must have their cameras on).
- Step 4: Complete an exercise and participate in a final interview with a panel via Google Meet or Zoom (all candidates must have their cameras on).
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Please note that your first day of work must be in-person at one of our office locations to complete onboarding documents and meet with some members of our team.
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We will begin reviewing applications on October 12th, 2026, and will continue until we identify a diverse and qualified candidate pool.
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Please note: All applications will be reviewed by our team, and all candidates will receive a status update via email after their application has been reviewed, which we expect to complete by mid-October. This job ad will close automatically at 5:00pm EST on October 28th. However, if a decision is made to close it sooner, a 48-hour notice will be added to the job ad with updated closing time and date. Due to capacity constraints on our hiring team, we are unable to provide you with a specific status update beyond these parameters but all candidates will hear back via email once we have completed or review of applications. Our ideal start date for this role is January 4, 2027.
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