Remote Director of Customer Experience & Journeys

Blab; London; Remote; NOK 503.000 - 880.000; Vollzeit

Zusammenfassung

B Lab is seeking a Customer Experience professional for a full-time, remote-first role available to residents of the UK, the Netherlands, Brazil, Pennsylvania, or New York with office commuting options to Amsterdam, London, or São Paulo. You will design end-to-end customer journeys and translate insights into concrete improvements across our certification, products and services.

You will collaborate across Standards Solutions, Product, Growth and Engagement to ensure customer needs are reflected

Qualifikationen

• Experience designing end-to-end customer journeys across platforms and stages.
• Ability to translate customer insights into product, service and process improvements.
• Strong collaboration with product, standards solutions 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.
• Identify and remove friction, handoff issues and experience gaps across customer touchpoints.
• Partner with Standards Solutions, Product and regional teams for intuitive and operationally effective journeys.
• Ensure journey improvements are informed by customer evidence and measurable outcomes.

Kenntnisse

Customer journey design

Voice of the customer

Customer insights

Cross-functional collaboration

Jobbeschreibung

B Lab is seeking a Customer Experience professional for a full-time, remote-first role available to residents of the UK, the Netherlands, Brazil, Pennsylvania, or New York with office commuting options to Amsterdam, London, or São Paulo. You will design end-to-end customer journeys and translate insights into concrete improvements across our certification, products and services.

You will collaborate across Standards Solutions, Product, Growth and Engagement to ensure customer needs are reflected