Head of UX

At 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.

The 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.

● Map and optimize the full end-to-end member journey
● Identify friction points across booking, onboarding, retention, and communication
● Standardize lifecycle flows across all studios
● Ensure brand consistency across digital and in-studio touchpoints

● Own configuration integrity across all studio sites
● Ensure correct setup of memberships, pricing logic, packages, and booking flows
● Audit compliance and correct misconfigurations
● Maintain data integrity and reporting consistency across locations

● Own CRM architecture and segmentation logic
● Oversee automations, SMS workflows, and mass lead management
● Standardize intro-to-member conversion flows
● Design retention and reactivation programs
● Ensure communications align with operational cadence

● Oversee website UX and booking conversion flows
● Ensure seamless integration between website, CRM, Mindbody, and app
● Identify and resolve user friction impacting conversion● Lead structured A/B testing across offers, booking flows, and messaging

Lead-to-intro conversion
Intro-to-member conversion
Retention curves
Visit frequency
ARPM and LTV
Institutionalize A/B testing discipline
Provide structured performance insights to Marketing, Operations, and Executive Leadership
Ensure clean, reliable cross-platform reporting

● Improved lead-to-member conversion
● Increased intro conversion rate
● Improved 90-day retention
● Increased visit frequency
● Increased ARPM and LTV
● Reduced churn

● Reduction in booking friction and technical errors
● Clean membership and pricing configuration across all studios
● Accurate reporting alignment across systems
● Reduced manual remediation by field teams

● Conduct full audit of Mindbody configurations across network
● Review CRM flows, segmentation, and automation logic
● Map current customer journey and identify friction points
● Confirm KPI definitions and reporting cadence

● Implement standardized lifecycle flows
● Correct misaligned pricing or configuration logic
● Launch structured A/B testing roadmap
● Establish reporting dashboard cadence

● Deliver measurable lift in conversion or retention metrics
● Reduce system inconsistencies across studios
● Present lifecycle performance roadmap tied to revenue impact
● Implement long-term testing and governance framework