Customer Experience Strategy Lead - Fitness Services

Job Overview: As the Customer Experience Strategy Lead, you will lead the design and implementation of strategies to enhance our brand's interaction with customers. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth.

Key Responsibilities:

• Lead the development and execution of customer experience (CX) strategies, ensuring alignment with business objectives and customer needs
• Continuously identify new problem statements, identify key member pain points, deep dive into data, come up with robust analysis and propose solutions to improve member experience
• Design and optimize the end-to-end customer journey, from initial contact through post-purchase support, leveraging customer insights and data-driven decision-making
• Collaborate with operations design, product, analytics, marketing, operations, growth, franchise partner and customer support teams to integrate CX principles into all aspects of the business
• Own key CX metrics (e.g., NPS, post session feedback) to measure the effectiveness of CX initiatives and identify areas for improvement
• Be the go-to person for everything CX in the organization

Qualifications:

• Bachelors degree + Tier 1 MBA
• 3-4 years of work experience in consulting, corporate strategy, or program management
• Ability to lead and collaborate with cross-functional stakeholders, prioritize high impact activities, and work on complex projects
• Good project management skills to drive and keep multifunctional projects on track with clearly defined success metrics
• Strong and structured approach to problem solving and analytical skills
• Excellent written and verbal communication skills, negotiation, and interpersonal skills with a customer-centric approach
• Ability to thrive in a fast-paced environment and manage multiple priorities effectively
• Willingness to travel to fitness centers occasionally as needed