The Customer Experience Research will support the improvement of customer experience across Sparks Swim centers by analyzing the end-to-end service journey of parents and students. The role focuses on identifying service gaps, studying hospitality best practices from high-service industries (such as hotels and premium restaurants), and translating those insights into practical service improvements that can be implemented at the centers.
Key Responsibilities:
1. Customer Journey Analysis:
- Map and analyze the end-to-end customer journey (enrollment, arrival, class experience, post-class communication).
- Identify service gaps, friction points, and improvement opportunities.
2. Service Benchmarking:
- Research best practices in hospitality and customer service from industries known for high service standards (hotels, premium restaurants, family entertainment venues).
- Identify practices that can be adapted to the swim school environment.
3. On-site Observation:
- Conduct operational observations at centers to assess real customer interactions and service delivery.
- Identify subtle signals of customer satisfaction, confusion, or discomfort.
4. CX Improvement Initiatives:
- Propose small but meaningful service improvements (e.g., welcome flow, waiting experience, communication clarity).
- Support testing and implementing these improvements.
5. CX Metrics & Feedback Monitoring:
- Review customer feedback and operational signals (complaints, parent comments, behavior patterns).
- Compile insights and provide actionable recommendations.
6. Documentation & SOP Development:
- Help develop or refine service standards, checklists, and SOPs to ensure consistent customer experience across centers.'
Requirements
1. Education:
Final-year undergraduate student or fresh graduate in any of these major: Business / Management, Hospitality Management, Operations Management, Service Management, Psychology or Behavioral Studies
2. Skills and Attributes:
- Strong observation and analytical skills
- Attention to detail in service quality and customer interaction
- Curious and interested in customer behavior and hospitality standards
- Able to turn insights into practical operational improvements
- Strong communication and documentation skills
- Proactive and comfortable doing on-site observation and research
3. Nice to Have:
- Interest in customer experience (CX), hospitality, or service design
- Exposure to premium service environments (hotels, F&B, hospitality brands)
- Experience with research, surveys, or process mapping
What We Do
In 2020, Seven Retail was established as a House of Brands, integrating multiple business units under one cohesive strategy for lifestyle, F&B and education. Each new venture is meticulously crafted to become a leader in its category, maintaining the company's commitment to quality, accessibility, and aggressive innovation. We are on a mission to make high-quality, exceptional lifestyle experiences accessible, helping people get more out of their paycheck so everybody can experience a higher standard of living. Over 200 outlets to date with +1 new store added every other day. Creating several new brands into new categories every single year. We rapidly iterate, constantly reinvent, and obsessively experiment when it comes to product innovation and consumer experience. Check out our website and come experience our brands for yourself!
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