Customer Experience Director (New York, NY)

1 hour, 41 minutes ago
Full-time
Executive
Design and User Experience
B Lab

B Lab

B Lab is a nonprofit network that spearheads the B Corp movement, aiming to reshape the global economy to prioritize the well-being of people, communities, and the planet through the certification of businesses committed to social and environmental per...

Diversified Consumer Services
51-250
Founded 2006

Description

  • Lead end-to-end customer journey design and continuous improvement across certification, products, and services.
  • Define customer experience principles, journey standards, and service expectations.
  • Lead customer research, voice-of-customer programs, journey analytics, and insight capabilities.
  • Translate customer insights and behavioral data into product, service, process, and strategic improvements.
  • Develop scalable learning, enablement, support, self-service, and account management capabilities.
  • Lead customer operations, service standards, escalation pathways, process optimization, and automation initiatives.
  • Coordinate account management and lifecycle practices across regions, products, and customer segments.
  • Partner with Standards Solutions, Product, Technology, Growth, Engagement, and regional teams.
  • Establish customer experience operating rhythms and prioritize high-impact journey friction points.
  • Measure and improve customer satisfaction, adoption, retention, operational efficiency, and cost-to-serve.

Requirements

  • 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or a related field.
  • Experience designing, delivering, and continuously improving customer experiences through digital products and services.
  • Demonstrated ability to use customer insights, behavioral data, and service performance metrics to drive improvements.
  • Experience building and scaling customer support, self-service, learning, and account management capabilities.
  • Strong record of leading cross-functional improvements across product, technology, operations, and customer-facing teams.
  • Ability to work with global or regional operating models (preferred).
  • Experience in certification, membership, SaaS, platform, learning, professional services, or mission-driven organizations (preferred).
  • Experience with customer health scoring, journey analytics, CRM, or customer success tools (preferred).
  • Bachelor’s degree in a related field or equivalent professional experience (preferred).
  • Relevant certifications in customer experience, service design, product management, agile delivery, or change management (preferred).

Benefits

  • Annual salary of $128,000–$160,000, based on experience and skills.
  • Medical, vision, and dental coverage.
  • 15 days of vacation in the first year, additional paid organizational closures, and unlimited sick and personal time.
  • 403(b) retirement plan with up to a 3% match.
  • Paid parental leave and 40 hours of paid community-service time after the first year.
  • Professional development time and an annual professional development budget.
  • Remote-first workplace with flexible scheduling around personal commitments.

Interested in this position?

Apply directly on the company website

Apply Now

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