Remote-First Customer Experience Director

Blab; London; Remote; NOK 760,000 - 1,045,000; Full time

Job summary

B Lab is a remote-first organization seeking a Customer Experience lead to shape and optimize customer journeys for certification, products, and services. The role emphasizes turning customer insights into improved experiences across the lifecycle, working with cross-functional teams globally.

The position is full-time (40 hours/week). Applicants must be residents of the Netherlands, the U.K., Brazil, Pennsylvania, or New York at the start of employment and be within commuting distance of

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.

Job description

B Lab is a remote-first organization seeking a Customer Experience lead to shape and optimize customer journeys for certification, products, and services. The role emphasizes turning customer insights into improved experiences across the lifecycle, working with cross-functional teams globally.

The position is full-time (40 hours/week). Applicants must be residents of the Netherlands, the U.K., Brazil, Pennsylvania, or New York at the start of employment and be within commuting distance of