Member Experience Global Program Manager in England

At WeWork, we provide flexible workspace solutions to help businesses of all sizes thrive in more than 37 countries worldwide. The future of work is here, and we’re not just a part of that movement—we’re leading it. United by a desire to build a global community, our purpose is to give members the support to do their best work, and the space to take their ideas to new heights. Join us as we empower tomorrow's world at work.

About The Opportunity

As our Member Experience Program Manager, you sit at the center of the member feedback ecosystem at WeWork. You will be the primary business owner of Qualtrics, our Voice of the Customer (VoC) platform, and will oversee Oditly, our Quality Assurance system. In this critical, cross-functional role, you will be responsible for the strategic roadmap and day-to-day management of these platforms to ensure we capture actionable insights that drive business performance. Success in this role will be measured by program health metrics, including adoption rates, response rates, and the seamless integration of CX metrics across the global organization.

Role Responsibilities:

• Platform Ownership: Act as the global lead for Qualtrics and Oditly, managing the future roadmap, system troubleshooting, and vendor relationships to ensure the program remains competitive.
• Insight & Governance: Manage the program governance model, including workflow consistencies and partnering with Central Data to ensure technical logic and processes are optimised.
• System Design & Reporting: Design and implement new survey methodologies and customer journey touchpoints as product lines evolve, providing functional leaders with high-impact dashboards and data visualisations.
• Operational Standards: Own the creation and maintenance of Program SOPs, Quality Assurance documentation, and internal resource pages (Connect+) to ensure global accessibility and clarity.
• Data Strategy: Lead Text Analytics and verbatim feedback analysis to uncover actionable insights, reinforcing a consistent set of CX metrics and NPS targets across the business.
• Training & Adoption: Deliver system training for all user roles, ensuring high levels of program adoption and technical proficiency across various functions.
• Executive Reporting: Support routine reporting needs, including MBRs, QBRs, and deep-dive decks to provide visibility into member experience performance.
• Cross-Functional Collaboration: Partner with Localization, Legal, and Change Management teams to ensure survey implementations align with organizational standards and legal requirements.
• Team Leadership: Manage the Program Lead, providing guidance and professional development to ensure the successful execution of program milestones.

Critical Competencies and Skills for Success:

• CX Program Expertise: 3+ years of experience in Voice of the Customer (VoC) programs with a deep understanding of feedback systems and customer experience analytics.
• Platform Proficiency: Proven experience with Customer Engagement Management software (e.g., Qualtrics or Medallia); proficiency in SQL is considered a distinct advantage.
• Operational Mindset: Demonstrable record of creating Standard Operating Procedures (SOPs) and sustainable systems within a fast-paced environment.
• Stakeholder Engagement: Exceptional communication skills with the ability to influence cross-functional partners and manage vendor performance.
• Precision & Detail: Highly organized and methodical approach, with a commitment to rigor and accuracy in data reporting and system management.
• Adaptability: Ability to navigate ambiguity and work flexibly while building new tools and processes from the ground up.
• People Management: Previous experience in managing direct reports or leading project teams is preferred to ensure effective oversight of the Program Lead.

Life at WeWork

Being a WeWorker is more than just a job. We believe the magic of work is sparked by the passion you bring, the places you go, the people you meet and the purpose you follow. And it starts here. Here you will brush shoulders with those who dare to dream and do. Here you will be welcomed by a community that embraces and inspires you—because together we can achieve more. Here we challenge ideas, and explore new ways of getting things done. Whether you are part of our team, or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. In return, you will be part of a team where your unique perspectives are celebrated.