Head of Customer Experience & Journey Design

B Lab; Philadelphia (Philadelphia County); Presencial; USD 120.000 - 150.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Health benefits

PTO 15 days

Additional PTO

403(b) match

Unlimited sick time

Descripción de la vacante

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

Formación

• 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.

Responsabilidades

• 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.

Descripción del empleo

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