Chatbot Innovation Specialist

Are you passionate about chatbots and AI?

Are you eager to take on exciting challenges in a fast-changing environment where you can make a significant impact on the experiences of millions of fitness members at Basic-Fit? If so, then you are the one we’re looking for!

About our chatbot – Ruby

Meet Ruby, our chatbot and the most-used contact channel for over 4.5 million members across 6 countries. And this is only the beginning. In recent years, we’ve improved significantly — from user recognition and employee chatbots to smart AI agents — and expanded Ruby across multiple channels including our website, app, and even in-club. We’re constantly looking for new ways to make Ruby smarter, more personal, and more scalable — ensuring that every interaction is effortless and valuable for our members.

This Is What Your Role Looks Like

At Basic-Fit, we’re on a mission to make fitness accessible, personal, and connected — and our chatbot plays a key role in that experience. As our Chatbot Innovation Specialist, you’ll take the lead in shaping the next generation of conversational AI at Basic-Fit. You’ll translate business goals and customer insights into smart, scalable solutions that enhance automation, efficiency, and member satisfaction. From improving today’s chatbot experience to leveraging the potential of advanced AI models, you’ll drive innovation that has a direct impact on how millions of members interact with us.

You’ll be the connector — bringing together people, technology, and ideas. You’ll collaborate across functions, communicate clearly and confidently with stakeholders, and proudly represent Ruby as one of our flagship digital products.

This is a role for someone who’s both visionary and hands-on — comfortable defining a long-term conversational strategy while also diving into the details of feature development, data analysis, and user experience. You’ll work closely with our conversational designers, customer experience analyst, IT teams, and external partners to bring ideas to life and make Ruby the go-to channel for members’ questions and requests.

Your Responsibilities:

• Innovation & Vision: Drive the evolution of Ruby by identifying and leveraging technologies such as AI service agents and conversational automation — turning innovation into real, scalable value for members and employees.
• Backlog Management: Build and manage a clear, data-informed backlog for internal and external development teams, prioritizing initiatives with the highest business and customer impact.
• Feature Development: Shape and coordinate the rollout of smart features that improve efficiency, enhance personalization, and reduce manual cases in customer service.
• Stakeholder Communication: Act as a bridge between business and technology — articulating Ruby’s strategic importance, demonstrating its value, and aligning innovations with Basic-Fit’s broader digital ambitions.
• Product Ambassador: Represent Ruby across the organization — providing demos, sharing results, and inspiring teams with what’s possible in conversational AI.
• Problem Solving & Optimization: Proactively identify process bottlenecks, data gaps, or UX issues, and recommend smart solutions and tools to improve.

You’ll Thrive In This Role If You…

• Have at least 4 years of experience working as a product owner or similar role with a solid understanding of agile methodologies
• Are open, social, and communicative, and enjoy working with different teams and stakeholders.
• Take pride in being the face and voice of a product — someone others naturally turn to for updates, ideas, and inspiration.
• Get excited by the intersection of technology, data, and customer experience, and love turning innovative ideas into tangible impact.
• Are proactive and curious, eager to dive into how the chatbot works and identify opportunities to make it smarter.
• Take pride in ownership — from ideation to implementation and post-evaluation, ensuring success and continuous growth.
• Are both analytical and creative — you can interpret insights and translate them into meaningful product improvements.
• Want to play a visible role in shaping how millions of members interact with Basic-Fit through digital innovation.

What We Offer You

At Basic-Fit, it’s not just about work, it’s about your growth. As a Chatbot Innovation Specialist, 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!

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