Director, Customer Experience & Journey Design

Blab; London; Remote; NOK 754.000 - 1.131.000; Vollzeit

Zusammenfassung

Blab, a remote-first organization, is seeking a Customer Experience professional to design and optimize end-to-end customer journeys across certification, products and services.

You will partner with Standards Solutions, Product and regional teams to ensure journeys are intuitive, consistent, and grounded in customer evidence and outcomes. This role requires strong analytical skills and collaboration across global teams.

Qualifikationen

• Experience leading end-to-end customer journeys in B2B services.
• Proven ability to translate insights into product/service improvements.
• Strong collaboration with product, standards and regional teams.

Aufgaben

• 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.
• Lead customer research, voice-of-customer programmes, journey analytics and customer insight capabilities.
• Translate customer insight into recommendations that improve products, services, processes and organisational strategy.
• Ensure customer needs, behaviours and outcomes are consistently reflected.

Kenntnisse

Customer journey design

Journey analytics

Voice of the customer

Cross-functional collaboration

Jobbeschreibung

Blab, a remote-first organization, is seeking a Customer Experience professional to design and optimize end-to-end customer journeys across certification, products and services.

You will partner with Standards Solutions, Product and regional teams to ensure journeys are intuitive, consistent, and grounded in customer evidence and outcomes. This role requires strong analytical skills and collaboration across global teams.