Director, CX Strategy

Join ABC Fitness and become part of a culture that’s as ambitious as it is authentic. Let’s transform the future of fitness—together!

Our Values

Best Life

We believe great work begins with great people. That’s why our culture is built on respect, trust, and belonging. We create an inclusive environment where every team member can bring their authentic self to work—because diverse perspectives drive innovation and meaningful impact.

Growth Mindset

We are doers, thinkers, and dreamers. At ABC Fitness, your growth is our investment. Through continuous learning, mentorship, and professional development opportunities, we empower you to reach new heights—personally and professionally.

One Team

From day one, you’ll be part of a team that collaborates, celebrates, and cares. We move fast, support one another, and have fun along the way. Because when you thrive, we all thrive.

We are hiring a Director, CX/VOC Strategy to build ABC’s first centralized Voice of Client program.

This is an individual contributor role reporting to the VP, Client Experience. You will design the program architecture, define the client signal strategy, evaluate tool and system options, build the operating rhythm, and ensure client insights become clear decisions, accountable owners, and measurable improvements.

This role is ideal for a senior CX strategy leader who has built VoC programs before, thrives in ambiguity, communicates credibly with executives, and can drive cross-functional change without relying on formal authority. Over time, this role may evolve into people leadership as the program and team scale.

What you'll do

Build ABC’s centralized Voice of Client program from the ground up, including the strategy, operating model, governance, roadmap, and success measures.

Define how client feedback is collected, structured, connected, analyzed, and activated across multiple signal sources, including surveys, support interactions, client success notes, product usage, reviews, sales feedback, interviews, retention signals, and operational data.

Evaluate VoC, CX analytics, text analytics, client intelligence, workflow, and reporting tools; define system requirements; recommend scalable architecture; and lead tool/system selection with key stakeholders.

Create the insights layer that turns fragmented client feedback into trusted, decision-ready recommendations for Product/Engineering, Client Experience, Support, Client Success, Marketing, Operations, and senior leadership.

Establish governance forums, ownership models, dashboards, escalation paths, and closed-loop processes that make client feedback part of how ABC makes decisions.

Own and drive high-impact Client Experience optimization workstreams from problem definition through recommendation, execution, measurement, and follow-through.

Partner with senior leaders and cross-functional teams to prioritize opportunities, resolve tradeoffs, and connect client insights to business outcomes.

Coach and influence other team members through strong operating discipline, clear communication, and high standards for follow-through.

What you'll need

12+ years of experience in Client Experience, Voice of Client / Voice of Customer, client insights, strategy, operations, or a related discipline, including significant experience building or redesigning VoC programs.

Demonstrated experience designing VoC program architecture, not only operating an existing program.

Strong fluency with omnichannel client signal design, including how to connect qualitative and quantitative feedback into a trusted insight system.

Ability to evaluate tools, systems, data flows, reporting needs, and operating processes to recommend scalable VoC architecture.

Executive-ready communication skills, with the ability to translate complex client signals into clear recommendations, tradeoffs, and action plans.

Proven ability to lead cross-functional initiatives with minimal oversight and without formal authority.

Strong operational mindset, high accountability, and a high say/do ratio.

Ability to use data to define priorities, make decisions, measure impact, and improve how teams operate.

Sound judgment in ambiguous situations, including knowing when to escalate, challenge, simplify, or make a decision.

And it's great to have

Experience with VoC, CX analytics, text analytics, client intelligence, workflow, or reporting platforms such as Qualtrics, Medallia, Gainsight, Salesforce, Zendesk, Tableau, Power BI, Looker, or similar tools.

Experience using AI-assisted analysis, text analytics, or summarization tools to identify client themes, validate patterns, and improve insight quality.

Experience building closed-loop feedback systems that connect insights to product, service, operational, or retention improvements.

Experience in SaaS, payments, fitness technology, member experience, or multi-product platform environments.

Experience coaching or informally leading team members, with interest in future people leadership as the program scales.

What success looks like

ABC has a clear, centralized Voice of Client strategy, roadmap, and operating model.

Client feedback is connected across channels and transformed into trusted, actionable insights.

Senior leaders and cross-functional teams use VoC insights to make better decisions.

Client Experience optimization workstreams have clear owners, timelines, measures, and follow-through.

ABC has a scalable foundation for future VoC tooling, reporting, governance, and team growth.



 Compensation for this role will be determined based on a variety of factors, including relevant experience, qualifications, skills, geographic location, and market considerations. The anticipated compensation range for this position is -

$128,000 - $152,000 USD- annually. In addition to base compensation, eligible employees may be offered other forms of compensation, such as bonuses, commissions, equity, or other incentive programs, where applicable. Compensation and benefits may vary by location and are subject to applicable legal, business, and market requirements.

 WHAT’S IN IT FOR YOU:

• •Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset
• •Time Off – with our open PTO policy, we offer flexibility in how and when you take PTO!
• •Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam
• •Parental & Pawternity Leave – we offer leave for when your family grows by two feet or four paws!
• •Best Life Perk – we are committed to meeting you wherever you are in your fitness journey with a quarterly reimbursement
• •Medical/Dental/Vision coverage
• •EAP – we get you help when you need it. Period.
• •Premium Calm App – enjoy tranquility with a Calm App subscription for you and up to 4 dependents over the age of 16
• •And more! – so many benefits we couldn’t even fit them all here!

At ABC Fitness, we don’t just build technology—we build communities and transform lives. Your work matters here, your growth is supported, and your voice is heard. We welcome diverse talent and encourage you to apply, even if you don’t meet every requirement.

ABC’S COMMITMENT TO DIVERSITY, EQUALITY, BELONGING AND INCLUSION :

ABC is an equal opportunity employer committed to diversity, equity, and inclusion. We strive to create a workplace where every employee, client, and partner feels valued, inspired, and empowered to reach their full potential. For us, inclusion isn’t just the right thing to do—it’s a business imperative. Learn more at abcfitness.com

About ABC Fitness

ABC Fitness is the #1 software provider for fitness businesses of any size, all around the world. Supporting 30K clubs, 650K coaches, 40M members, and processing more than $12B in payments every year, ABC Fitness provides scalable, data-driven solutions to simplify club management and engage members and c