Customer Experience and Design Officer - Sandton, South Africa - Just Gym

Just Gym

Verified Company

Sandton, South Africa

1 week ago

Posted by:

Thabo Mthembu

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Description

Overview

Reference
CXO001

Salary
ZAR0 - ZAR0/month

Job Location:

South Africa
Johannesburg Metro
Sandton

Job Type
Permanent

Posted
Wednesday, August 16, 2023

Closing date
30 Sep :59

Planet Fitness:

Planet Fitness is the largest privately owned Health and Wellness Group in South Africa with a national footprint of 48 Fitness Clubs.

Position:

Customer Experience & Design Officer

Purpose of the Job:

The Customer Experience and Design Officer role, is responsible for envisioning, designing and bringing to life modern and contemporary User Experiences, User Interfaces and Futurism, for all of Planet Fitness's Digital touchpoints.

The role is integral in mapping
_Version X_ customer journeys and translating these journeys into systems, apps and digital technology touchpoints.

The role will also oversee SEO, Social Monitoring and Customer Experience AI.

Work Break Down Responsibilities:

The incumbent will be responsible for the following job functions:

Customer Experience and Design

Leading and driving Customer Experience and Design strategies

Designing future state customer experience processes, system interfaces and user interfaces
Optimizing and maintaining current state customer experiences, system interfaces and user interfaces
Designing and bring to life
-
_futurism/Version X_ on the Planet Play App, Planet Fitness Website and various customer portals
Partnering with the Big Data and Bi and the Systems and Apps, managers to drive integration, automation and intelligent system processing across the entire Planet Fitness Technology stack
Leading & partnering with development resources to deliver future state customer experiences, user interfaces and system interfaces

Future State Customer Journeys and AI
Lead to Member Customer Journey mapping

Deriving current and future state Lead to Member Customer Journeys
Building Customer Journey interfaces and Strategies
Aligning business and stakeholders on the Customer Journey Strategies
Embedding AI in every Customer Journey touchpoint
Modernising Customer Journey interfaces via AI and BOT technologies
-
Digital Technology Architecture & Mapping

Leading and managing development resources to ensure a modern, contemporary and competitive Planet Play App, Website and Portal technologies

Designing and partnering to craft digital technology architectures
Partnering with the Big Data and Bi, and the Systems and Apps managers to design integrated architectures
Ensuring governance via policies and procedures are in place, digital touchpoints are trademarked and Planet Fitness intellectual property is protected at all times
Ensuring that all digital technologies are protected and secure against cyber crime
-
SEO, Social Monitoring, NPS, CSAT and Insights

Designing and implementing a Planet Fitness SEO Strategy

Providing insights and intelligence from Social Monitoring tools like HootSuite, QConnect, Netbase, Google Analytics, etc to drive sentiment upliftment, marketing campaigns and social engagement strategies
Design and report on NPS and CSAT scores to understand customer (lead and member) ratings, perception and satisfaction of the Planet Fitness brand
Designing and Driving an insights driven framework for investment and reinvestment in Planet Fitness's Digital footprint
Designing and maintaining digital persona's for Planet Fitness's lead and member base, that will unlock segmentation, profiling, communication engagement and various other 1:1 customer personalisations

-
Experience & Competencies:

Minimum of Diploma / Degree

Must have a minimum of 5 years experience within a customer experience/ design role
Must have minimum of 5 years management experience
Working or leading a development team would be advantageous
Must have worked with Omichannel communications tools/technologies
Must have worked with NPS, CSAT and Sentiment Analysis technologiesContact information

Yvette Swanepoel