Director, Customer Experience & Journey Design

Sistema B International; Philadelphia, Northern (Philadelphia County, KY); Hybrid; USD 120.000 - 150.000; Vollzeit

Benefits dieser Stelle

Health benefits

Vacation days (PTO)

403(b) match

Sick/personal time

Parental leave

Professional development budget

Flexible working hours

Zusammenfassung

B Lab is hiring a Director, Customer Experience to lead the customer journey design and operations across certification, products and services. The role focuses on translating customer insights into tangible improvements, building scalable learning and support, and partnering with product, standards, growth and community teams to deliver world-class experiences.

The candidate will oversee customer operations, enablement, and account management across regions, ensuring high satisfaction, adoption

Qualifikationen

• 8+ years in Customer Experience, Customer Success, or related fields.
• Experience designing and improving customer journeys for digital products and services.
• Ability to translate insights into product and service improvements.
• Proven track record leading cross-functional teams across product, tech, and ops.

Aufgaben

• Lead end-to-end customer journeys across certification, products and services.
• Define CX principles, journey standards and service expectations.
• Identify and fix friction points across touchpoints and handoffs.
• Collaborate with regional teams to ensure intuitive and consistent journeys.
• Drive learning, support and enablement to improve adoption and retention.
• Build scalable operating models for cross-region customer experiences.
• Establish dashboards and tools to measure journey impact.

Kenntnisse

CX Leadership

Customer Insights

Operations

Product Experience

Ausbildung

Bachelor's degree or equivalent

Tools

CRM software

Jobbeschreibung

B Lab is hiring a Director, Customer Experience to lead the customer journey design and operations across certification, products and services. The role focuses on translating customer insights into tangible improvements, building scalable learning and support, and partnering with product, standards, growth and community teams to deliver world-class experiences.

The candidate will oversee customer operations, enablement, and account management across regions, ensuring high satisfaction, adoption