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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. This role leads the Customer Experience function, ensuring customers understand expectations, can navigate B Lab's offerings, and receive necessary support. The position acts as the voice of the customer, translating insights into improvements across products, services, and organizational decision-making, aiming for stronger customer satisfaction, higher adoption, and increased retention.

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.
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 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.
Lead customer learning, enablement, and support strategies to help businesses and B Corps engage with B Lab's certification, products, and services.
Ensure learning resources, guidance, and support are accessible, scalable, and aligned with 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.
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.
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, 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.
Must hold U.S. work authorization without any time limitations or other restrictions.
Must be a resident of New York State at the start of employment.
Must be within commuting distance of the New York City office.
Resume required.
Complete responses to standard application questions required.
No cover letter required.
Candidates must have their cameras on during interviews.
First day of work must be in-person at one of the office locations to complete onboarding documents and meet with team members.

Skills

Customer Journey Design
Customer Insights
Voice of Customer
Customer Capability & Success
Customer Operations & Service Excellence
Account Management Coordination & Lifecycle Management
Certification
Membership
SaaS
Platform
Learning
Professional Services
Mission-driven organisations
Global or regional operating models
Customer health scoring
Journey analytics
CRM
Customer success tooling
Agile delivery
Change management

Location

New York, NY
Remote (Netherlands)
Remote (U.K.)
Remote (Brazil)
Remote (Pennsylvania)
Remote (New York)

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-Centered 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

$128,000 - $160,000 based on experience and skills

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 (assessed annually after first year)
A flexible work environment

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, creating a legal framework that allows companies to prioritize values of care and community alongside shareholder value.
Benefit corporation legislation is now active in 52 jurisdictions worldwide.
In 2024, leaders from across the network agreed to evolve into a more integrated organization that embodies interdependence, balancing global coherence with local agency to achieve 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".