Director, Customer Experience — Amsterdam (Hybrid)

B Lab; Amsterdam; Hybrid; EUR 84,000 - 105,000; Full time

Benefits offered by this job

Remote-first workplace

Pension scheme

Professional development budget

Flexible work environment

25 vacation days

Job summary

B Lab is seeking a Director, Customer Experience to lead the organisation’s CX function. You will design end-to-end customer journeys, run voice of the customer programs and translate insights into product and process improvements.

The role covers journey design, insights, learning, operations and account management, ensuring customers understand expectations and can navigate B Lab’s offerings. This remote-first, Netherlands-based role requires 8+ years in CX and related fields, with a strong

Qualifications

• 8+ years of experience in Customer Experience, Customer Success, Customer Operations or related fields.
• Experience designing, delivering and improving customer experiences through digital products and services.
• Demonstrated ability to use customer insights and performance metrics to drive improvements.
• Experience building and scaling customer support, self-service, learning and account management capabilities.
• Strong track record of leading cross-functional improvements across product, technology, operations and customer-facing teams.

Responsibilities

• Lead end‑to‑end customer journeys across certification, products and services.
• Define customer experience principles, journey standards and service expectations.
• Identify and remove friction across customer touchpoints.
• Translate customer insight into recommendations that improve products and processes.
• Lead learning, enablement and support strategies that improve adoption and retention.

Skills

Customer Experience

Customer Success

Customer Operations

Digital Product Experience

Service Delivery

Service Design

Education

Bachelor's degree in Business or related field

Tools

CRM

Journey Analytics

Customer Success Tools

Job description

B Lab is seeking a Director, Customer Experience to lead the organisation’s CX function. You will design end-to-end customer journeys, run voice of the customer programs and translate insights into product and process improvements.

The role covers journey design, insights, learning, operations and account management, ensuring customers understand expectations and can navigate B Lab’s offerings. This remote-first, Netherlands-based role requires 8+ years in CX and related fields, with a strong