Head of Customer Experience - Fitness Services

[Applicants: Over 200 applicants | Industry: Wellness and Fitness Services | Type: Full-time | Level: Mid-Senior level] Job Overview:As the Head of Customer Experience, you own the end-to-end customer journey across all touchpoints for the Fitness Services business. You will collaborate closely with cross-functional teams to create seamless experiences that drive engagement, loyalty, and business growth.Key Responsibilities:CX Strategy & LeadershipDefine and own the company’s CX vision, strategy, and success metricsEmbed customer-first thinking across the organizationAct as the internal voice of the customer at leadership forumsCustomer Journey & Experience DesignLead the development and execution of customer experience strategies, ensuring alignment with business objectives and customer needsDesign and optimize the end-to-end customer journey, identify pain points, and drive experience improvement across breaks, leveraging customer insights and data-driven decision-makingLead service (re)design, process/ product/ policy changes, and SOP improvementsCX Operations & SupportOversee customer support (contact center) and customer escalations operationsDrive efficiency across contact ratio, AHT, FCR, resolution quality, and cost per contactDrive increase in automation, self-serve, productivity through AIMetrics & AnalyticsOwn CX metrics: NPS, post-session feedback, contact ratio, CSAT, escalationsBuild closed-loop feedback systems and VOC programsCross-functional collaborationCollaborate with analytics, product, tech, brand, operations, supply, business, growth, and franchise partner teams to integrate CX principles into all aspects of the business and drive CX improvement outcomesTeam Building & CapabilityBuild, mentor, and scale high-performing CX and support teamsDevelop future CX leaders within the organizationQualifications:Bachelor’s degree + Tier 1 MBA7+ years of work experience in CX, consulting, or corporate strategyExperience in leading customer experience function at startups, or high growth companies (consumer internet, marketplaces, fitness/wellness, D2C, fintech sectors) preferredAbility to lead and collaborate with cross-functional stakeholders, prioritize high impact activities, and drive complex projectsGood project ...