Director of Customer Experience & Journey Design

Userc Dehradun; New York (NY); Remote; USD 128,000 - 160,000; Full time

Job summary

B Lab seeks a Director, Customer Experience to lead our global customer experience function. You will shape end-to-end journeys for certification and products, translate insights into improvements, and drive learning, operations and lifecycle management across regions.

A strategic leader with a track record of cross-functional impact is required. Responsibilities include designing customer journeys, building a voice-of-customer cadence, and coordinating learning and support to boost adoption,

Qualifications

• 8+ years of experience in customer experience, success, operations, or related fields.
• Experience designing and improving customer experiences through digital products and services.
• Proven ability to translate customer insights into product and service improvements.

Responsibilities

• Define end-to-end customer journey architecture across products and services.
• Lead voice-of-customer programs and journey analytics to inform strategy.
• Oversee learning, enablement, and support to improve adoption and retention.
• Manage customer operations, service standards, and scalable processes across regions.

Skills

Leadership

Customer Experience

Strategic thinking

Cross-functional collaboration

Project management

Job description

B Lab seeks a Director, Customer Experience to lead our global customer experience function. You will shape end-to-end journeys for certification and products, translate insights into improvements, and drive learning, operations and lifecycle management across regions.

A strategic leader with a track record of cross-functional impact is required. Responsibilities include designing customer journeys, building a voice-of-customer cadence, and coordinating learning and support to boost adoption,