Sr. Manager, Design Insights & Member Experience
About Us
Founded in 1992 in Dover, NH, Planet Fitness is one of the largest and fastest-growing franchisors and operators of fitness centers in the world by number of members and locations. As of March 31, 2026, Planet Fitness had approximately 21.5 million members and 2,909 clubs in all 50 states, the District of Columbia, Puerto Rico, Canada, Panama, Mexico, Australia and Spain. The Company’s mission is to enhance people’s lives by providing a high-quality fitness experience in a welcoming, non-intimidating environment, which we call the Judgement Free Zone®. Approximately 90% of Planet Fitness clubs are owned and operated by independent business owners.
Overview
As the Senior Manager, Design Insights & Member Experience, you are a strategic design leader responsible for applying the core principles of Design Thinking and Service Design directly to the member experience innovation pipeline. Your mandate is two-fold: to strategically frame complex problems and to tactically validate and refine the usability and desirability of design concepts across digital and physical touchpoints.
Responsibilities
Strategic Design & Design Thinking Leadership
Apply foundational design strategy skills to scope, define, and manage innovation projects
Strategic Framing & Problem Definition: Utilize Design Thinking methodologies to strategically frame complex member problems, define opportunity spaces, and establish the research agenda for experience innovation projects
Service Design Tools: Lead the development of comprehensive current-state and future-state service blueprints and detailed journey maps to articulate the strategic intent, user experience, and operational dependencies of new service models
External Partner Leadership: Lead and manage external research or design consulting firms on specific, high-priority projects, owning the project's insights direction, methodology, and final deliverable quality
Workshop Facilitation: Plan and lead high-impact design thinking workshops and ideation sessions with cross-functional partners and franchisees to collaboratively generate and align on strategic solutions
Tactical Design Validation & Experience Testing
Evaluative Design Testing: Design and execute rapid, iterative testing methodologies (e.g., usability testing, A/B testing, concept testing) on specific wireframes, digital prototypes, visual designs, and physical mockups to gather actionable feedback on design feasibility and user flow
In-Gym Pilot Testing: Conduct contextual inquiries, observations, and interviews directly within clubs to rigorously test and evaluate the real-world operational and member experience of pilot programs (e.g., new layouts, self-service kiosks, operational processes)
Actionable Recommendations: Translate qualitative and quantitative testing data into clear, prioritized design recommendations that directly inform the next iteration cycle for designers and product managers
Qualifications
Bachelor’s degree in a related field such as Service Design, Strategic Design, User Experience Design, or a closely related discipline
5-7+ years of experience in a design research, service design, or strategic consulting role, demonstrating mastery of Design Thinking and Human-Centered Design (HCD) principles
Strong foundational knowledge in strategic design, complemented by expert proficiency in hands-on, tactical research methods (e.g., ethonography, usability testing, iterative concept validation, in-context observation)
Demonstrated experience managing vendors or external consulting firms to deliver high-quality design research and strategic outputs
Previous experience as a practicing designer (e.g., UX/UI, Service Design) or time spent at a strategic design/innovation consultancy, a plus
A passion for fitness, wellness, and delivering exceptional customer experiences
Extremely detail-oriented, efficient, and organized with an exceptional ability to establish priorities and objectives
Excellent communication and presentation skills, with a proven ability to deliver findings that influence and drive rapid design iteration
Able to establish and maintain effective, collaborative work relationships with diverse individuals, internally and externally
Creative, progressive, thought leadership with the ability to influence at all levels of the organization
Exhibits comfort, ease, and flexibility working in an extremely fast-paced ever-changing, deadline-driven environment
Cooperative team player with an upbeat, positive, “can-do” attitude!
Perks
Comprehensive benefits package including core medical, dental, vision, life and disability as well as supplemental accident, hospital and critical illness coverage options
Paid parental leave
Tuition reimbursement
Free Black Card membership
Learning and development programs
A whole host of engagement activities
401(k) Plan with safe harbor employer matching and an employee stock purchase plan
Annual corporate bonus incentive program based on company financial and personal performance