Director of Customer Experience & Journey Design

B Corporation; Amsterdam; Hybrid; EUR 84.000 - 105.000; Vollzeit

Benefits dieser Stelle

Professional development budget

Flexible work environment

Floating holidays

Community service leave

Zusammenfassung

B Lab is recruiting a Director of Customer Experience to lead the organisation’s CX function, shaping journeys for certification, products and services and driving measurable improvements in customer satisfaction and retention. This role requires strategic oversight, collaboration with Standards Solutions, Product, Growth and regional teams, and a focus on scalable customer experiences across regions.

The successful candidate will design end-to-end journeys, embed customer insight in

Qualifikationen

• 8+ years in Customer Experience, Customer Success, or related fields.
• Proven ability to design and improve customer journeys across digital products.
• Experience building and scaling learning, support, and account management capabilities.
• Strong cross-functional leadership across product, tech, and operations.
• Experience translating customer insight into strategic actions.

Aufgaben

• Lead end-to-end customer journeys across certification, products and services.
• Define CX principles, journey standards and service expectations.
• Identify and remove friction across touchpoints and handoffs.
• Partner with product, standards, growth and regional teams for consistency.
• Measure impact of CX improvements on adoption, satisfaction and retention.

Kenntnisse

Customer Experience Design

Customer Operations

Digital Product Experience

Service Design

Cross-functional Leadership

Ausbildung

Bachelor's degree in Business, Customer Experience, Service Design, Human-Centred Design, Marketing, Psychology, Digital Product Management, or related field

Tools

CRM tooling

Journey analytics

Jobbeschreibung

B Lab is recruiting a Director of Customer Experience to lead the organisation’s CX function, shaping journeys for certification, products and services and driving measurable improvements in customer satisfaction and retention. This role requires strategic oversight, collaboration with Standards Solutions, Product, Growth and regional teams, and a focus on scalable customer experiences across regions.

The successful candidate will design end-to-end journeys, embed customer insight in