Lead Voice of the Customer

About the role

We are looking for a Lead Voice of the Customer to shape and elevate the experience of members, partners and corporate clients across Urban Sports Club and Wellhub. In this strategic role you will act as the bridge between customer expectations and our product, marketing, finance and sales teams, driving a “Contacts to Zero” vision.

Key responsibilities

• Analyse end‑to‑end member and partner journeys to pinpoint friction and propose improvements.
• Lead cross‑functional projects that simplify internal processes and create seamless customer interactions.
• Partner with Product, Engineering, Finance, Marketing and B2B teams to ensure new offerings are ready for the customer experience.
• Drive the “Contacts to Zero” strategy by identifying root causes of avoidable contacts and eliminating them.
• Translate customer feedback and CX data into actionable business requirements and product enhancements.
• Define and monitor quality standards for the customer experience to guarantee consistent service excellence.
• Champion a customer‑first mindset throughout the organisation.

Required profile

• 3–5 years of experience in Customer Service, Customer Experience or a related field.
• Proven ability to lead and develop high‑performing teams, fostering coaching and collaboration.
• Strong analytical mindset with experience turning CX data into business insights.
• Excellent communication and stakeholder‑management skills, capable of influencing cross‑functional decisions.
• Track record of driving organisational change and embedding a customer‑centric culture.

Required skills