Director, Customer Experience (São Paulo, Brasil)

B Lab; São Paulo; Presencial; BRL 350.000 - 700.000; Jornada completa

Descripción del empleo

Please Note: B Lab is not working with a third party to fill this role an no part of our process requires applicants to pay fees. Applicants should only use our job board to submit an application, and will interact directly with our team during this process.

Please Note: B Lab is not working with a third party to fill this role an no part of our process requires applicants to pay fees. Applicants should only use our job board to submit an application, and will interact directly with our team during this process.

About the Role

B Lab is seeking a Director, Customer Experience to lead the organisation'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 Optimisation and Account Management Coordination to create seamless, customer-centred 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 organisation's voice of the customer, the role translates customer insight into improvements in products, services, processes and organisational 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

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 organisation.
• 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.

Customer Insights & Voice of Customer [20%]