Remote-First Director of Customer Experience

B Lab; Greater London; Hybrid; GBP 82,000 - 102,000; Full time

Benefits offered by this job

Remote-first workplace

Generous vacation and benefits

Job summary

B Lab in London, England, seeks a Director, Customer Experience to lead CX across certification, products and services. You will design end-to-end journeys, establish CX standards and ensure seamless, customer-centered experiences while driving retention and impact across the organisation.

The role combines customer insights, learning, operations and account management, requires 8+ years in related fields, and a track record of cross‑functional leadership.

Qualifications

• 8+ years in CX, CS, operations or related fields.
• Experience designing and improving customer journeys.
• Ability to translate insights into product/service improvements.
• Experience building learning, support and account management capabilities.
• Strong cross-functional leadership across product, technology, operations and customer-facing teams.

Responsibilities

• Lead end-to-end customer journeys across certification, products and services.
• Define CX principles, journey standards and service expectations.
• Translate customer insight into organisational recommendations.
• Lead customer learning, enablement and support strategies.
• Oversee customer operations, service models and escalation pathways.

Skills

CX leadership

Customer insights

Cross-functional collaboration

Customer operations

Learning and enablement

Education

Bachelor's degree in related field

Tools

CRM systems

Journey analytics tools

Job description

B Lab in London, England, seeks a Director, Customer Experience to lead CX across certification, products and services. You will design end-to-end journeys, establish CX standards and ensure seamless, customer-centered experiences while driving retention and impact across the organisation.

The role combines customer insights, learning, operations and account management, requires 8+ years in related fields, and a track record of cross‑functional leadership.