Director, Customer Experience NLD

Position: Director, Customer Experience NLD)
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…