Head of Customer Experience & Journey Design

Urbansportsclub; Amsterdam; Hybrid; EUR 80,000 - 120,000; Full time

Benefits offered by this job

Free L Pro membership + discounts fors

Hybrid work model

Extended remote work options within EU

30 days vacation + volunteering days

€1,000 annual development budget

Weekly language classes

Job summary

Urban Sports Club is seeking a Customer Experience leader to architect and elevate journeys for members and partners across brands. You will guide a CX team, align with Product, Marketing, and Sales, and drive a proactive approach to reducing avoidable contacts through a Contacts to Zero strategy.

You will translate feedback into business requirements, set CX quality standards, and advocate continuous improvements, fostering a customer-first culture in a hybrid setup.

Qualifications

• 3–5 years of experience in Customer Service or Customer Experience.
• At least 2 years in a people leadership role.
• Degree in Business, Communications, or related field.

Responsibilities

• Lead a team of CX Specialists to design a frictionless journey.
• Collaborate with Product, Engineering, Finance, Marketing and B2B teams.
• Identify systemic pain points and drive the Contacts to Zero strategy.
• Translate feedback and CX data into actionable business requirements and product improvements.
• Define and monitor customer experience quality standards.
• Champion a customer-first mindset across the organization.

Skills

Team leadership

Customer experience

Cross-functional collaboration

Stakeholder management

CX data analysis

Education

Bachelor's degree in Business/Communications or related field

Tools

Zendesk

CX analytics tools

AI technologies

Job description

Urban Sports Club is seeking a Customer Experience leader to architect and elevate journeys for members and partners across brands. You will guide a CX team, align with Product, Marketing, and Sales, and drive a proactive approach to reducing avoidable contacts through a Contacts to Zero strategy.

You will translate feedback into business requirements, set CX quality standards, and advocate continuous improvements, fostering a customer-first culture in a hybrid setup.