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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 organization's Customer Experience function, acting as the voice of the customer to translate insights into improvements across products, services, and processes. The goal is to ensure customers understand expectations, navigate offerings confidently, and receive the necessary support to succeed, ultimately driving 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 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 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 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.
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.
Fluent in English.
Resume submitted in English.
Complete responses in English to standard application questions.
Must hold work authorization to work in the Netherlands without any time limitations or other restrictions.
Must be a resident of the Netherlands at the start of employment.
Must be within commuting distance of the office in Amsterdam.

Skills

Customer Journey Design
Customer Insights
Voice of Customer
Customer Capability & Success
Customer Operations & Service Excellence
Account Management Coordination & Lifecycle Management
Customer research
Journey analytics
Customer insight capabilities
Market segmentation
Value propositions
Customer retention
Lifecycle strategies
Customer learning
Enablement
Support strategies
Service standards
Support models
Escalation pathways
Process optimisation
Operational tooling
Automation
Self-service capabilities
Customer data
Operating models
Customer engagement
Customer health
Adoption data
Engagement frameworks
Tools
Dashboards
Practices
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

Netherlands
Amsterdam

Work Type

Full-Time
Remote-first
Onsite (for onboarding)

Experience Level

8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.

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

€84,000 - €105,000

Benefits

20 vacation days per year, prorated to your start date - front-loaded and restarting each January 1; increased to 25 days after third anniversary
40 hours paid time off for community service (after first year)
40 hours of paid time off for professional development with access to a professional development budget (after first year)
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 flexible work environment with the ability to plan your work week around your personal commitments

About the Company

B Lab™ is the nonprofit behind Certified B Corporations™, a community of businesses that meet verified social, environmental, and governance standards.
Our 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.
We help mobilize 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 in Maryland, the first U.S. state to do so.
This created a legal framework that allows companies to keep their values of care and community, not just shareholder value, at the forefront.
Today, 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.
We are now building this future together.

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".