Customer Experience Director
Quick answer
B Lab is hiring a remote-first Customer Experience Director (Amsterdam, NLD) with a salary range of €84,000 - €105,000 to lead the organization's Customer Experience function.
- Role
- Customer Experience Director
- Organization
- B Lab
- Location
- Amsterdam, NL; London, UK; New York City, NY metro area; Philadelphia, PA metro area; São Paulo, BR
- Work setup
- Remote
- Level
- Senior
- Compensation
- €84,000 - €105,000 (inclusive of holiday allowance)
- Category
- Communications & Marketing
The role
B Lab is seeking a Director, Customer Experience to lead the organization'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.
What you'll do
- 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 organization.
- Lead customer research, voice-of-customer programmes, journey analytics and customer insight capabilities.
- Lead customer learning, enablement and support strategies that help businesses and B Corps confidently engage with B Lab's certification, products and services.
- Lead customer operations and service delivery, including service standards, support models, escalation pathways and process optimisation.
What it takes
- 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.
- Experience designing, delivering, and continuously improving customer experiences through digital products and services.
- Demonstrated ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.
- Experience building and scaling customer support, self-service, learning, and account management capabilities that enable excellent digital customer experiences.
- Strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organizations.
What you'll bring
How we treat you
20 vacation days per year, 40 hours paid time off for community service, 40 hours of paid time off for professional development, pension scheme, one-time stipend for home-based workspace, remote-first workplace, flexible work environment
Frequently asked questions
Where is the job located?
This is a remote-first opportunity, but the candidate must be a resident of the Netherlands at the start of employment and within commuting distance of B Lab's office in Amsterdam.
What is the compensation package?
The annual salary is in the range of €84,000 - €105,000 (inclusive of holiday allowance), with 20 vacation days per year, 40 hours paid time off for community service, 40 hours of paid time off for professional development, a pension scheme, one-time stipend for home-based workspace, and a remote-first workplace.
What are the key qualifications required?
The candidate must have 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields, and a strong track record of leading cross-functional improvements.
How do I apply?
Submit your resume and responses to the application questions in English, and participate in the interview process.
When does the job ad close?
The job ad will close automatically at 5:00pm EST on October 28th, 2026.
How to apply
Apply directly on B Lab's site. We link straight through — no resume parsing, no profile to fill out.
This listing is aggregated from a third-party source and its summary may be auto-generated, so details can be inaccurate or out of date. ForGood is not the employer and is not liable for the content — please verify everything on B Lab's official posting before applying.
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