Head of Customer Experience Operations

About the role

Urban Sports Club, now part of Wellhub, is seeking a strategic leader to head its Customer Experience Operations. You will drive workforce management, data analytics, and platform governance to ensure seamless service for members and partners across Europe.

Key responsibilities

• Deliver accurate, timely insights using Zendesk, Looker and AI tools to support business decisions.
• Define and monitor CX KPIs, analyse trends and recommend process improvements to enhance service quality and cost efficiency.
• Collaborate with the VP of Customer Experience, Finance and CX leads to build budgets and business cases for strategic initiatives.
• Own governance and optimisation of Zendesk, CRM and telephony platforms, enabling teams to maximise their capabilities.
• Manage Zendesk administration for all non‑CX departments, ensuring effective governance and continuous improvement.
• Lead, mentor and develop high‑performing Analytics, Workforce Management and Expert teams.

Required profile

• University degree in Business, Business Analytics, IT or a related field.
• Minimum 3 years of experience leading and developing expert teams.
• Strong analytical, strategic thinking and problem‑solving abilities.
• Proven track record of using data‑driven insights to influence CX performance.

Required skills

• Zendesk administration and optimisation.
• Looker or comparable business intelligence tools.
• AI technologies applied to customer service.
• CRM and telephony platform integration.