Director, Customer Experience (Philadelphia, PA)

B Lab; Philadelphia (Philadelphia County); In loco; USD 120.000 - 150.000; Tempo pieno

Vantaggi offerti da questo lavoro

Health benefits

PTO 15 days

Additional PTO

403(b) match

Unlimited sick time

Descrizione del lavoro

B Lab is seeking a Director, Customer Experience to lead the organisation's Customer Experience function. The role unites journey design, insights, learning, operations and account management to create seamless, customer-centered experiences across the lifecycle.

The successful candidate will translate customer insight into improvements for products, services and organisational strategy. Responsibilities span designing journeys, driving customer insights, enabling learning, running operations

Competenze

• 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery or related fields.
• Experience designing, delivering, and improving customer experiences through digital products and services.
• Demonstrated ability to translate customer insights into product/service improvements and business decisions.
• Experience building and scaling learning, self-service, and account management capabilities for digital customers.

Mansioni

• Lead end-to-end customer journeys across certification, products and services.
• Define customer experience principles, journey standards and service expectations.
• Identify and remove friction across touchpoints and drive measurable outcomes.
• Partner with product, standards and regional teams to ensure intuitive, consistent journeys.
• Measure impact of learning, support and enablement on adoption and retention.

Descrizione del lavoro

B Lab is not working with a third party to fill this role an no part of our process requires applicants to pay fees. Applicants should only use our job board to submit an application, and will interact directly with our team during this process.

B Lab is not working with a third party to fill this role an no part of our process requires applicants to pay fees. Applicants should only use our job board to submit an application, and will interact directly with our team during this process.

About the Role

B Lab is seeking a Director, Customer Experience to lead the organisation's Customer Experience function, responsible for creating consistent, intuitive and valuable experiences that enable businesses and B Corps to successfully engage with B Lab's certification, products and services while continuously improving their impact over time. The role brings together Customer Journey Design, Customer Insights, Learning, Customer Operations, Process Optimisation and Account Management Coordination to create seamless, customer-centred experiences across the customer lifecycle. It is accountable for ensuring customers understand what is expected of them, can confidently navigate B Lab's products and services, and receive the support, guidance and capabilities they need to succeed. Acting as the organisation's voice of the customer, the role translates customer insight into improvements in products, services, processes and organisational decision-making. Working closely with Standards Solutions, Product, Growth and Engagement, it ensures customer needs shape how B Lab designs, delivers and continuously improves its offerings. The successful candidate will be a strategic customer experience leader with a proven track record of designing customer journeys, leading customer operations and translating customer insight into measurable improvements in customer satisfaction, engagement, operational performance and long-term retention.

Core Responsibilities

Customer Journey Design [25%]

• 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.

Customer Insights & Voice of Customer [20%]

• 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 in organisational decision-making.
• Partner with Growth to inform market segmentation, value propositions, customer retention and lifecycle strategies.
• Build a culture of continuous learning by embedding customer evidence across the organisation.

Customer Capability & Success [20%]

• Lead customer learning, enablement and support strategies that help businesses and B Corps confidently engage with B Lab's certification, products and services.
• Ensure learning resources, guidance and support are accessible, scalable and aligned to customer journey needs.
• Improve customer confidence, capability, adoption and long-term engagement through effective learning and support.
• Partner with Standards Solutions to translate technical requirements into practical, customer-centred guidance.
• Measure the impact of learning, support and enablement on customer adoption, satisfaction and retention.

Customer Operations & Service Excellence [20%]

• Lead customer operations and service delivery, including service standards, support models, escalation pathways and process optimisation.
• Improve responsiveness, consistency, customer effort and operational efficiency across regions and customer segments.
• Partner with Product and Technology to improve operational tooling, automation, self-service capabilities and customer data.
• Build scalable operating models that deliver consistent customer experiences while reducing cost-to-serve.
• Continuously improve customer-facing processes to support sustainable organisational growth.

Account Management Coordination & Lifecycle Management [15%]

• Coordinate customer engagement and account management practices across regions, products and customer segments.
• Partner with Growth, Standards Solutions and Community to strengthen retention, lifecycle management and proactive customer engagement.
• Ensure customer engagement is informed by customer health, lifecycle stage, adoption data and customer insight.
• Develop common engagement frameworks while enabling regional flexibility.
• Equip teams with the tools, dashboards and practices needed to deliver consistent, proactive customer relationships.

Success Measures

• Consistent, intuitive and seamless customer experiences across certification, products, services and customer touchpoints.
• Improved customer satisfaction, trust, engagement and long-term retention.
• Increased customer understanding, capability and adoption through effective learning, guidance and support.
• Reduced customer effort, operational friction and cost-to-serve.
• Scalable customer operations, service models and lifecycle management practices across regions.
• Customer insight embedded in organisational strategy, product development and operational decision-making.

Major Objectives/Project for the role in the first 6-12 months

• Define the end-to-end customer journey architecture for B Lab's certification and product ecosystem.
• Establish a voice-of-customer and customer insight operating rhythm.
• Identify and prioritise the highest-impact friction points in the customer journey.
• Develop consistent customer support, learning and account management practices across regions and verticals.
• Partner with Product and Standards Adoption to improve customer readiness, adoption and satisfaction.

About You

• 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.
• Experience designing, delivering, and continuously improving customer experiences through digital products and services.
• Demonstrated ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.
• Experience building and scaling customer support, self-service, learning, and account management capabilities that enable excellent digital customer experiences.
• Strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organisations.

While not required these skills and experiences would be great to have:

• Experience in certification, membership, SaaS, platform, learning, professional services or mission-driven organisations.
• Experience working with global or regional operating models.
• Experience with customer health scoring, journey analytics, CRM or customer success tooling.
• Bachelor's degree in Business, Customer Experience, Service Design, Human-Centred Design, Marketing, Psychology, Digital Product Management, or a related field, or equivalent professional experience.
• Relevant professional qualifications or certifications in customer experience, service design, product management, agile delivery, or change management are advantageous but not required.

Compensation Details

B Lab has a compensation plan that includes:

• An annual salary in the range of $120,000 - $150,000 based on experience and skills
• Excellent health benefits package including access to medical, vision and dental coverage
• Paid time off for vacation - in your first year, you'll start with 15 days (prorated in a to your start date)
• Additional paid time off for organizational closures
• 403(b) with a match of up to 3%
• Unlimited sick and personal time - if you need it, use it
• After your first year