Customer Experience Business Analyst

Join the Conversational Team at Basic-Fit

About our department

At Basic-Fit, the Conversational Team is where innovation meets customer experience. We focus on reducing the dependency on support by creating smart, effortless member experiences. Instead of members needing to contact Customer Service, we design solutions that solve their needs instantly — anytime, anywhere. From enhancing the capabilities of our AI chatbot Ruby to developing advanced self-service tools and removing hidden frictions across all journeys (from app to CRM, operations and beyond!), we constantly challenge ourselves to improve. By combining data, technology, and creativity, we ensure that every interaction feels seamless — leaving our members supported, satisfied, and ready to focus on their fitness goals.

This Is What Your Role Looks Like

Are you passionate about creating seamless, effortless experiences for customers? Do you enjoy combining data analysis with problem-solving and cross-team collaboration? Then we would love to welcome you as our new Customer Experience Business Analyst.

In this role, you will analyse the member journey across different channels, identify pain points, and design solutions that simplify processes and reduce member effort. Working closely with IT, operations, and other stakeholders, you will play a key role in ensuring that every touchpoint adds value and removes friction.

Your Responsibilities

• Proactively identify and analyse structural problems that impact our members.
• Pinpoint root causes using data and customer feedback, and propose practical solutions.
• Redesign journeys to ensure low-effort, high-value experiences.
• Collaborate with IT and cross-functional teams to implement member-centric improvements.
• Prove the impact of your initiatives on case reduction, cost savings, and business value.
• Manage the full lifecycle of improvements: from problem analysis to measuring results post-implementation.
• Communicate progress clearly to stakeholders, ensuring transparency and alignment.
• Structure and prioritise initiatives effectively to balance impact and feasibility.

Who Are You?

• Strong analytical skills: able to turn data into actionable insights.
• Minimum of 3 years of relevant experience in a business analyst role.
• Business analyst skills: comfortable defining requirements and aligning with IT teams.
• Experience in stakeholder management, with the ability to influence and build consensus.
• A member-first perspective, ensuring that solutions are designed with customer ease in mind.
• Structured way of working, balancing multiple priorities at once.
• Curiosity, problem-solving skills, and a proactive mindset.

Why Join Our Team

• A role where your work directly improves the experience of millions of members.
• The opportunity to shape processes end-to-end, from problem discovery to delivery.
• A collaborative environment with colleagues from Product, IT, and Operations.
• The chance to grow your skills at the intersection of data, technology, and customer experience.

What We Offer You

At Basic-Fit, it’s not just about work, it’s about your growth. As a Customer Experience Business Analyst you’ll have the freedom to make an impact and develop yourself in a dynamic environment.

What you can expect from us:

• Learning & Development: Unlimited access to GoodHabitz and LinkedIn Learning.
• Career Growth: Plenty of opportunities for professional and personal development.
• Work Culture: An informal, international, and down-to-earth environment. We value working together, so we work 4 days in the office, 1 day from home.
• Innovation: Your ideas contribute to strategic projects.
• Perks & Benefits: Travel allowance, bike plan, health insurance discounts, remote work allowance, and a pension plan (52% contribution by Basic-Fit).
• Fitness: Access to our gym at HQ.

About Basic-Fit

Basic-Fit is Europe’s largest low-cost, high-value fitness chain, with more than 4 million members across 1,600+ clubs. We are continuously growing and improving. If you’re looking for a place where you can make an impact while having fun at work, you’ve come to the right place!

What Makes Us Unique?

• Work with Impact: What you do makes a difference. We don’t just work for our members, partners, and teams—we work with them.
• Collaboration: Everyone works together to achieve goals and celebrate success.

🎯 Apply Now!
Ready for your next adventure?

Questions? Feel free to contact Kerensa at kerensa.vanderlans@basic-fit.com.