Remote Customer Experience Director - Drive Journeys

Blab; London; Remote; NOK 1,005,000 - 1,382,000; Full time

Job summary

B Lab is seeking a Customer Experience professional to design and continuously improve end-to-end journeys across certification, products and services. The role partners with Standards Solutions, Product and regional teams to ensure journeys are intuitive, consistent and operationally effective, informed by customer evidence and measurable outcomes.

The function aims to balance customer needs with operational excellence, delivering trusted, valuable experiences across regions and offerings,

Responsibilities

• 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 reflect

Job description

B Lab is seeking a Customer Experience professional to design and continuously improve end-to-end journeys across certification, products and services. The role partners with Standards Solutions, Product and regional teams to ensure journeys are intuitive, consistent and operationally effective, informed by customer evidence and measurable outcomes.

The function aims to balance customer needs with operational excellence, delivering trusted, valuable experiences across regions and offerings,