Please read the below Role Profile to make sure you fully understand what is required for this role

Customer Experience Project Manager (Maternity Cover)
Ref: Ops & CX October 2018

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Job Title:                             CX Project Manager

Department:                      CX & Ops

Reporting To:                    Head of Customer Experience

Location:                             Maidenhead

Hours:                                  Full time, 35.75 hours per week


About WW:


WW is looking for candidates to help change people’s lives. We are a global wellness technology company inspiring millions of people to adopt healthy habits for real life. We do this through engaging digital experiences, face-to-face workshops and sustainable programs that encompass healthy eating, physical activity and positive mindset. By drawing on over five decades of experience and expertise in behavioral science, we build communities in order to deliver wellness for all. To learn more about WW and jobs with a purpose, visit


Mission: We inspire healthy habits for real life*

*For people, families, communities, the world – for everyone.


Role Overview:

The CX Project Manager will be accountable for managing & coordinating all UK activity impacting any end user (Wellness Coach, Maidenhead colleagues and / or Customers) ensuring it is “Fit to Land”. Facilitating conversations between all teams this person will ensure relevant stakeholders are engaged behind every piece of activity, that everything we do is aligned and we aren’t oversubscribed on a weekly basis. To be the point person accountable for considering the impact of activity on Wellness Coaches and Customers from an experience and process perspective – ensuring all activity is aligned and shows a joined-up approach.


This role is also responsible for owning & developing the WW UK project management framework. To ensuring all colleagues are aware of what they should do before, during and after a project, that all documentation is up to date and reflects Brand guidelines. This person will work to identify training needs regarding our WW Project Management Framework and collaborate with colleagues in the People Team/L&D team to fill those gaps. Also ensure all company inductions include Project Management Framework as our agreed way of working.


Where applicable the CX Project Manager will also own specific projects and / or mentor and coach other colleagues throughout our Ways of Working as they develop and deliver their own work.


To ensure we deliver a customer-centric experience WW UK uses a document called the Customer Experience (CX) Toolkit; the overarching aim of this is to empower our teams to design experiences that are aligned with our Brand strategy and valuable for customers. The suitable candidate will act as an expert in this toolkit, ensuring it is understand throughout the business and can be translated to colleagues accordingly.


Key Responsibilities:

  • Own and continually develop the UK’s Fit to Land calendar; detailing key activities and the relevant stakeholders
  • Engage, on a regular basis, with stakeholders across the business to ensure this calendar is up to date and accurately reflects current plans
  • Chair the weekly Fit to Land Stand Up meeting and manage any output
  • Be accountable for ensuring maximum engagement in the process across all areas of our business. To ensure all relevant people are engaged behind the process and to support and motivate those who aren’t to understand the benefits
  • As part of Fit to Land this person will be responsible for ensuring that multiple pieces of work, which sit under one key objective, (e.g. different offers/activities designed to support one specific Diet Season) are aligned and that the messaging ladders up so the business understands how things work in unison
  • Ensure all elements of each key objective or project are aligned and all messaging ladders up so the business understands how things work in unison.  For example; different offers/activities designed to support one specific Diet Season. To be responsible for owning the WW UK Project Management Framework (e.g. PID documentation, lessons learned etc) as our ways of working within the business. Ensuring all documentation is accurate and in line with Brand guidelines
  • To drive awareness and engagement from all colleagues across the business ensuring every project follows our agreed framework
  • To deliver inductions on the Fit to Land Process and Project Management Framework so all new starters are aware of what needs to be followed to ensure the very best delivery of all activity
  • To also project manage, where applicable, any CX & Ops specific activity. Supporting the department in the delivery of any identified projects.


Key Skills/Competencies:

  • Ideally have a Project Management Qualification (for example, Prince2)
  • Management and leadership
  • Good organisational skills
  • Strong interpersonal skills; demonstrating diplomacy, teamwork and the ability to motivate people
  • Good communication skills


Impact Behaviors:


Our Organisational values and how we behave and have an impact on each other and our members, is something that is very important to us as a business.  The Behaviours we must embrace and the actions we must take in order to achieve a professional business.


Below are behaviours we believe must happen, so we can maintain a happy healthy relationship with each other and our members:


Stay Curious: Approach situations with an open mind and explore things from different vantage points. Make the effort to look beyond the obvious, embrace new experiences and explore the unknown.


Win Together: Harness the power of our global network, embrace diversity, engage in meaningful collaboration and invest in each other`s success.


Act Boldly: Make our mark in the world. Focus on the exponential rather than the incremental. Dare to imagine what 10X could be and then create the plan to get there.


Make a Difference: Invest deeply in each other both personally and professionally. Act with empathy and be aware of the impact we can have on each other and the world.

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