Remote-First Customer Experience Director

Blab; London; Remote; NOK 570,000 - 855,000; Full time

Job summary

B Lab is seeking a Customer Experience professional for a remote-first role. The candidate must be a resident of the Netherlands, the U.K., Brazil, Pennsylvania, or New York at the start of employment and within commuting distance of Amsterdam, London, São Paulo, Philadelphia, New York City.

The role focuses on designing and improving customer journeys across standards, products and services to drive adoption and impact.

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 reflected across initiatives.

Job description

B Lab is seeking a Customer Experience professional for a remote-first role. The candidate must be a resident of the Netherlands, the U.K., Brazil, Pennsylvania, or New York at the start of employment and within commuting distance of Amsterdam, London, São Paulo, Philadelphia, New York City.

The role focuses on designing and improving customer journeys across standards, products and services to drive adoption and impact.