Head of Customer Experience - Fitness Services

Job Overview:

As the Head of Customer Experience, you own the end-to-end customer journey across all touchpoints for the Fitness Services business. This role is responsible for building a customer-centric culture, driving measurable improvements in experience metrics, and leading 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:
CX Strategy & Leadership
Define and own the company’s CX vision, strategy, and success metrics
Embed customer-first thinking across the organization
Act as the internal voice of the customer at leadership forums
Customer Journey & Experience Design
Lead the development and execution of customer experience strategies, ensuring alignment with business objectives and customer needs
Design and optimize the end-to-end customer jo...