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About the Role

B Lab is seeking a Director, Customer Experience to lead the Customer Experience function. This role is 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 integrates Customer Journey Design, Customer Insights, Learning, Customer Operations, Process Optimisation, and Account Management Coordination to build seamless, customer-centred experiences across the customer lifecycle. The Director will act as the organization's voice of the customer, translating insights into improvements in products, services, processes, and organizational decision-making, ensuring customer needs shape B Lab's offerings.

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 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.
Lead customer research, voice-of-customer programmes, journey analytics, and customer insight capabilities.
Translate customer insight into recommendations that improve products, services, processes, and organizational strategy.
Ensure customer needs, behaviours, 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.
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 organizational 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.

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.
Must hold U.S. work authorization without any time limitations or any other restrictions.
Must be a resident of Pennsylvania at the start of employment.
Must be within commuting distance of our office in Philadelphia.

Skills

Customer Journey Design
Customer Insights
Voice of Customer programmes
Journey analytics
Customer insight capabilities
Customer research
Customer capability
Customer success
Customer operations
Service delivery
Service design
Digital product experience
Cross-functional leadership
Customer health scoring
Journey analytics
CRM
Customer success tooling

Location

Remote (Netherlands, U.K., Brazil, Pennsylvania, or New York)
Philadelphia, PA

Work Type

Full-Time
Remote-first
Onsite (for onboarding)

Experience Level

8+ years of experience

Education Level

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.

Salary/Compensations

$120,000 - $150,000

Benefits

Excellent health benefits package including access to medical, vision and dental coverage
15 days paid time off for vacation (prorated in the first year)
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 (after first year)
Paid parental leave (after first year)
Time and budget for professional development (after first year)

About the Company

B Lab™ is the nonprofit behind Certified B Corporations™, a community of businesses that meet verified social, environmental, and governance standards.
The movement is working towards a more inclusive, equitable, and fair economic system.
B Lab began in 2006 with the idea that a different kind of economy was not only possible — it was necessary.
B Lab became known for certifying B Corporations™, companies that meet verified standards of social and environmental performance, accountability, and transparency.
B Lab mobilizes a global community of businesses committed to collective action on society’s most critical challenges.
In 2010, B Lab was part of successfully drafting and passing benefit corporation legislation in Maryland, the first U.S. state to do so.
Benefit corporation legislation is active in 52 jurisdictions around the world.
In 2024, leaders from across the network agreed to evolve into a more integrated organization that embodies interdependence.
This next iteration of our global network will balance global coherence with local agency to achieve our vision of economic systems change.

Equal Opportunity

If we can offer reasonable accommodations to you in the application or interview processes, or if you have feedback on how we could improve the equity or accessibility of our recruitment, you are welcome to contact us at careers @ bcorporation.net with the subject line “Accommodation request - Director, Customer Experience".