Head of UX

JETSET Pilates • Miami, FL

3d • $110,000 - $140,000 • Remote

About The Position

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.
Position Overview
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.

Requirements

• Deep working knowledge of Mindbody Online (multi-location oversight required)
• Strong experience with CRM platforms and lifecycle automation
• Familiarity with web functionality, booking UX, and system integrations
• Structured, data-driven operator
• High accountability and strong cross-functional communicator

Nice To Haves

• Experience in multi-unit or franchise environments preferred

Responsibilities

• Lifecycle Architecture & Customer Experience (the “journey owner”)
• 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
• Mindbody Oversight & Operating Platform Governance (the “system steward”)
• 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
• CRM & Automation Strategy (the “lifecycle operator”)
• 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
• App & Website Experience Oversight (the “conversion optimizer”)
• 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
• Insights, Reporting & Testing (the “performance engine”)
• Support lifecycle performance dashboards across:
• 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

Benefits

• Competitive compensation and performance-based incentives
• 75% contribution to comprehensive individual health plan; plus dental, vision, life, and pet insurance options
• Up to 4% match to 401(k) plan
• Flexible fitness & wellness membership
• Paid time off and company holidays
• A culture that values ownership, accountability, and execution

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed