Head of UX
About JETSET Pilates FranchisingAt JETSET Pilates Franchising, we pioneer a unique franchise model in the fitness industry, offering Modern Pilates classes and a curated selection of fitness-related products. Our business model is centered on establishing a strong brand image, cultivating exceptional relationships with franchisees, and delivering outstanding client services. We operate in a dynamic, fast-paced startup environment where adaptability and innovation are crucial for success.Position OverviewThe Head of UX owns the end-to-end member experience across JETSET’s digital and operating platforms. As the brand scales, customer interactions increasingly span website, CRM, app, Mindbody, studio operations, and lifecycle communications. Without unified oversight, these systems fragment—resulting in friction, inconsistent conversion, reduced retention, and lost revenue opportunity.The Head of UX resolves this by operating as the single accountable owner of lifecycle architecture, platform integrity, and performance optimization. Acting as the bridge between Marketing, Operations, and Technology, this role ensures that every customer touchpoint is cohesive, measurable, and revenue-driving.Key ResponsibilitiesThe Head of UX is the single accountable owner for lifecycle performance across the full customer journey: lead → intro → membership → retention → reactivation.This role ensures systems are architected correctly, performance is measurable, and optimization is continuous. Lifecycle Architecture & Customer Experience (the “journey owner”)Map and optimize the full end-to-end member journeyIdentify friction points across booking, onboarding, retention, and communicationStandardize lifecycle flows across all studiosEnsure brand consistency across digital and in-studio touchpoints Mindbody Oversight & Operating Platform Governance (the “system steward”)Own configuration integrity across all studio sitesEnsure correct setup of memberships, pricing logic, packages, and booking flowsAudit compliance and correct misconfigurationsMaintain data integrity and reporting consistency across locations CRM & Automation Strategy (the “lifecycle operator”)Own CRM architecture and segmentation logicOversee automations, SMS workflows, and mass lead managementStandardize intro-to-member conversion flowsDesign retention and reactivation programsEnsure communications align with operational cadence App & Website Experience Oversight (the “conversion optimizer”)Oversee website UX and booking conversion flowsEnsure seamless integration between website, CRM, Mindbody, and appIdentify and resolve user friction impacting conversionLead structured A/B testing across offers, booking flows, and messaging Insights, Reporting & Testing (the “performance engine”)Support lifecycle performance dashboards across:Lead-to-intro conversionIntro-to-member conversionRetention curvesVisit frequencyARPM and LTVInstitutionalize A/B testing disciplineProvide structured performance insights to Marketing, Operations, and Executive LeadershipEnsure clean, reliable cross-platform reportingDirect ReportsCRM / CX Manager (future hire)Success MetricsLifecycle & Revenue Outcomes (Primary)Improved lead-to-member conversionIncreased intro conversion rateImproved 90-day retentionIncreased visit frequencyIncreased ARPM and LTVReduced churnPlatform & System Integrity (Secondary)Reduction in booking friction and technical errorsClean membership and pricing configuration across all studiosAccurate reporting alignment across systemsReduced manual remediation by field teamsFirst 90 DaysDays 1-30: Diagnose & AuditConduct full audit of Mindbody configurations across networkReview CRM flows, segmentation, and automation logicMap current customer journey and identify friction pointsConfirm KPI definitions and reporting cadenceDays 31-60: Standardize & StabilizeImplement standardized lifecycle flowsCorrect misaligned pricing or configuration logicLaunch structured A/B testing roadmapEstablish reporting dashboard cadenceDays 61-90: Optimize & ScaleDeliver measurable lift in conversion or retention metricsReduce system inconsistencies across studiosPresent lifecycle performance roadmap tied to revenue impactImplement long-term testing and governance frameworkIdeal ProfileDeep working knowledge of Mindbody Online (multi-location oversight required)Strong experience with CRM platforms and lifecycle automationFamiliarity with web functionality, booking UX, and system integrationsExperience in multi-unit or franchise environments preferredStructured, data-driven operatorHigh accountability and strong cross-functional communicatorTravel & Work StructureThis is a remote role with required monthly travel to Miami HQ and periodic travel to key studio markets as needed.JETSET Pilates is an equal opportunity employer. We celebrate diversity and are committed to creating an inviting work environment for all team members.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.Competitive compensation and performance-based incentives75% contribution to comprehensive individual health plan; plus dental, vision, life, and pet insurance optionsUp to 4% match to 401(k) planFlexible fitness & wellness membershipPaid time off and company holidaysA culture that values ownership, accountability, and execution