Remote-First Director, Customer Experience

B Corporation

New York, Northern (NY, KY)

Hybrid

USD 128,000 - 160,000

Full time

46 hours ago

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Benefits offered by this job

Excellent health benefits

Paid time off

401(k) with match

Flexible work arrangements

Job summary

B Lab in New York, NY is seeking a Director of Customer Experience to lead the organization’s CX function, unifying journey design, insights, learning and operations to improve adoption, retention and impact across regions and products.

The role requires strategic leadership, cross‑functional collaboration with Standards Solutions, Product, Growth and Engagement, and a track record of turning customer insight into measurable improvements in satisfaction and business outcomes, while guiding

Qualifications

8+ years of experience in Customer Experience or related fields.
Experience designing and improving digital customer experiences.
Ability to use customer insights and metrics to drive improvements.
Experience building and scaling customer support, self-service, learning and account management capabilities.

Responsibilities

Lead end-to-end customer journey architecture across certification, products and services.
Establish voice-of-customer and insight operating rhythm.
Identify and prioritise friction points in the journey.
Define learning, enablement and support strategies for customers.
Coordinate customer engagement across regions and product lines.