Digital Experience Lead

Job Description This is a remote position. Position Summary The Digital Experience Lead is responsible for defining and owning the end-to-end member digital experience at KOFISI. This is not a technology-build role. It is a product definition and experience design role: the person who takes KOFISI’s customer journey maps and converts them into a structured digital experience that serves every client type and membership tier. Think of it like a hotel’s guest experience director who works with the technology team and the software vendor to make sure the app, the website, and every digital touchpoint feel as considered as the concierge desk. They work across every department, gathering requirements and aligning integrations, then partner with the WorkspaceMan application vendor and the internal Tech team to define the development and deployment roadmap. The role reports to the CXO initially, transitioning to the Digital Experience Director once that position is filled. Key Responsibilities Customer Journey to Digital Experience Translation • Take KOFISI’s existing customer journey maps and convert them into a comprehensive digital experience framework, defining every touchpoint where a member interacts with KOFISI digitally. • Map the full lifecycle: from discovery and sales through onboarding, daily use, renewal, and offboarding, ensuring each stage has a clear digital expression. • Identify friction points in the current journey and design digital solutions that remove them while maintaining the hospitality standard. Client Segmentation and Access Framework • Define the client type framework at the commercial level: enterprise decision-makers (the people who choose KOFISI), administrators (the people who manage bookings, access, and billing), and the individual employees who use the space daily. • Design a tiered access model for the employee workforce, defining which facilities, products, consumables, and services each tier can access or purchase through the platform. • Ensure the framework handles the complexity of multi-location, multi-country membership where an employee in Nairobi may need seamless access when visiting a KOFISI centre in Dubai or Casablanca. • Work with Sales and Operations to ensure the digital framework maps to actual commercial agreements and operational realities. Member App Ownership • Own every touchpoint of the member app: what it does, how it feels, and what the member experiences at each interaction. • Define the app’s feature set across booking, F&B ordering, service requests, community, access control, notifications, and account management. • Write detailed product requirements and user stories that the Tech team and vendor can build from, ensuring nothing is lost in translation between the hospitality intent and the technical delivery. • Lead user testing and feedback loops post-launch, iterating the experience based on real member behaviour and satisfaction data. Cross Departmental Requirements and Integration • Work with each department head to understand their core software and define how it integrates with the member-facing digital layer: Operations (access, facilities management), F&B (ordering, menu, dietary preferences), Finance (billing, invoicing, multi-currency), Sales (onboarding, CRM hand-off), and Facilities (maintenance requests, environmental controls). • Create a unified requirements document that maps every departmental need to a digital touchpoint, ensuring no team’s workflow is broken by the new platform. • Facilitate workshops and alignment sessions between departments and Tech team to resolve competing priorities and integration dependencies. Vendor Relationship and Roadmap Management • Act as the primary liaison with the Workspace Man application vendor, defining the development and deployment roadmap in partnership with them. • Translate KOFISI’s unique hospitality requirements into vendor-actionable specifications, distinguishing between standard configuration and custom development needs. • Manage the rollout plan across locations and countries, ensuring each deployment accounts for local requirements (language, currency, regulatory, cultural). • Hold the vendor accountable to quality, timelines, and the hospitality standard that defines KOFISI’s brand. Requirements • 5–10 years in product management, digital experience, or customer experience roles, with at least 2 years working on products that serve a physical hospitality or membership-based business. • Proven experience managing vendor relationships for workspace, hospitality, or enterprise technology platforms. • Strong requirements-writing ability: can produce detailed product specifications, user stories, and acceptance criteria that engineering teams and vendors can build from without ambiguity. • Experience designing tiered access or permissions frameworks for multi-user platforms (enterprise admin vs end-user models). • Familiarity with workspace management platforms (Nexudus, OfficeRnD, WorkspaceMan, or equivalent) and their configuration and customization capabilities. • Comfortable working across multiple markets with different currencies, languages, and operational contexts. • Bachelor’s degree in business, Design, Hospitality Management, or equivalent practical experience.