Director, Customer Experience
B
B LabCustomer experience
The candidate filling this role must be a resident of Brazil at the start of employment. Additionally, they must be within commuting distance of our hub in São Paulo.Full-TimeDirector
Salary366,300 - 457,600 BRL per year
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Job Details
- Languages
- Fluent in English.
- Experience
- 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or related fields.
- Required Skills
- Customer SuccessAccount Management
Requirements
- Have 8+ years of experience in Customer Experience, Customer Success, Customer Operations, Digital Product Experience, Service Delivery, Service Design, or a related field.
- Have experience designing, delivering, and continuously improving customer experiences through digital products and services.
- Demonstrate the ability to use customer insights, behavioural data, and service performance metrics to drive product and service improvements.
- Have experience building and scaling customer support, self-service, learning, and account management capabilities for digital customer experiences.
- Have a strong track record of leading cross-functional improvements across product, technology, operations, and customer-facing teams in complex organisations.
- Be fluent in English.
- Be a resident of Brazil at the start of employment and within commuting distance of the São Paulo hub.
Responsibilities
- 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.
- 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.
- Lead customer learning, enablement, and support strategies for businesses and B Corps.
- Lead customer operations and service delivery, including service standards, support models, escalation pathways, and process optimisation.
- Partner with Product and Technology to improve operational tooling, automation, self-service capabilities, and customer data.
- Coordinate customer engagement and account management practices across regions, products, and customer segments.
- Develop common engagement frameworks while enabling regional flexibility.
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