Summary:
Are you a client-focused individual with an appetite for using technology to help deliver excellent service? Do you like working closely with prospective and existing clients to identify and deliver their ideal service proposition? Could you use this approach to consult with them around digital support? If so, please read on as this could be the job for you.
WTW invests heavily in market leading technology for its clients. We use our digital solutions to deliver excellent service to our clients in in Corporate Risk and Broking (CRB) GB and in the Global Lines of Business (GLoBs).
In this role you will work closely with clients, client service teams and the business. You will bring your client-focused digital expertise to areas of client servicing including tender responses, existing client support and acting as an ambassador for these capabilities. As the regions are similar to WTW Risk & Analytics HUB approach, the location and collaboration with Risk & Analytics will be closely aligned.
This role puts you in the heart of our business working dynamically to bring our digital solutions to life for our clients, using your excellent storytelling and presentation skills.
The Role:
50%: Leading and driving use of RIC (our client facing portal) and other technology with clients and prospects.
50%. Working with GB Retail and the GLoBs to reimagine ways to utilise RIC and other technology, to deliver for clients and prospects. Performing market research, analysing internal data, usage patterns and areas for progression and horizon scanning for future needs. Articulating this into the Product Owner and/or GB Retail & GLoB Leadership, using business acumen and an eye for detail to influence product optimisation for our clients.
Client and Colleague Responsibilities
Objective: Supporting Client Teams in presenting RIC and other technology
- Leading the digital presentations to win and retain business.
- Preparing/ responding to tenders, by presenting a compelling case, highlighting advantages of RIC to the client and to our colleagues. Ensuring excellent client and colleague aftercare.
- Using and articulating feedback gained from client presentations to become the ‘voice of the client’. Reimagining ways to use RIC and other technology, to transform the client and colleague digital experience.
- Thought leadership on business related RIC usage, responding to market trends and influences. Be at the forefront of market knowledge and changes and be able to convey this in a relevant and compelling way to clients and colleagues.
- Collaboration with RIC and Core Analytical Colleagues globally to share best practice, client feedback and market trends. Feeding into product strategy.
Deliverables: Identify and articulate business and client needs and priorities, balanced with business goals and commercial influences.
Innovation and continuous improvement
Objective: Leverage client and colleague interactions to influence iterative product and process enhancements to maintain market leading capabilities and improve efficiency.
- Build strong relationships with both clients and colleagues, in GB Retail and the GLoBs, to maintain awareness of changing needs
- Develop local knowledge of business process forums, to influence changes to any processes
- Attend Working Groups and Steering Committees to influence prioritisation of enhancements
- Staying future focused, play an active role in the development of products, to ensure they are fit for purpose and meet client’s need whilst remaining within the appetite/ capability of the organisation.
Communication & Training
Objective: Collaborate and remain cognisant of business needs, bringing the business along for the journey and ensuring capabilities are clearly articulated through thought leadership, stakeholder management and ‘train the trainer’ style training.
- Responsible for managing and leading the regional communications in collaboration with other business messaging already in existence.
- Design easy to read communications, using appropriate best practice and storytelling tools, including development of industry specific case studies via collaboration with GB and GLoBs.
- Build a robust framework of business communications channels/ feedback forums, to support product awareness and RIC adoption (e.g. Town Hall, monthly meetings, local newsletters etc.).
- Responsible for overseeing training to all users in collaboration with the appropriate regional leads on a ‘train the trainer’ basis, to support business independence with the Business Champions network.
Deliverables: Own and manage comms and training at regional level.
Colleague and Client Adoption
Objective: To drive adoption and utilization of RIC and other technology, through colleagues and create opportunities for client adoption of RIC, with new and existing clients.
- Acquire appropriate knowledge from the RIC delivery team of functionality and rationale for historical decision, with an awareness of platform support from the RIC technology team.
- Have clear plans to improve RIC adoption by working closely with the Regional Leaders, Sales Leaders and the client facing teams in GB Retail and the GLoBs.
- Own the sales preparation for RIC adoption for certain prospects or clients including clear messaging of the value proposition.
- Understand challenges to adoption and agree achievable and measurable strategies for improvement.
The Requirements:
- Experience in direct client account interaction and management within the Insurance sector preferred.
- Ability to facilitate interactive workshops with clients and colleagues, utilising excellent presentation, story-telling and clear communication skills.
- Excellent stakeholder management and time management skills.
- Interest in how current and evolving technology can differentiate our client value proposition, with an understanding of the end-to-end digital ecosystem within CRB, once embedded in role.
- Ability to understand the broader CRB technology strategy / investment (BP, data stores, R&A etc) so they can demonstrate to clients the benefits of our broader digital investments. This ultimately enables how clients experience RIC.
- To ensure technology solutions are delivered in line with corporate and regulatory guidelines and without undue risk.
- Willing to travel within GB/GLOB locations, as required.
Equal Opportunity Employer
At WTW, we believe difference makes us stronger. We want our workforce to reflect the different and varied markets we operate in and to build a culture of inclusivity that makes colleagues feel welcome, valued and empowered to bring their whole selves to work every day. We are an equal opportunity employer committed to fostering an inclusive work environment throughout our organisation. We embrace all types of diversity.
At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.
