Compensation Survey Participation Specialist

Join WTW’s Reward Data Intelligence business as a Survey Participation Specialist, where you’ll play a pivotal role in supporting and expanding our client relationships across North America. In this client-facing position, you’ll focus on maximizing survey participation and ensuring seamless experience for clients engaging with our market-leading compensation and data solutions. You’ll guide clients through every stage of the survey process—from initial outreach to completion—delivering support across phone, email, and digital platforms.

You’ll proactively drive high participation rates through targeted outreach, personalized assistance, and live walkthroughs, while also maintaining data accuracy and operational efficiency. Your insights and relationship-building skills will directly impact client satisfaction, data quality, and the overall success of our survey programs.

The Role

As a Survey Participation Specialist, you will be the primary point of contact for your clients, building strong relationships and understanding their survey participation needs. You’ll lead participation campaigns, provide tailored support, and help clients navigate our survey platforms. You’ll collaborate with internal teams to align on participation strategies, monitor key metrics, and share feedback to continuously improve our offerings. Your work will be essential to strengthening client partnerships and driving WTW’s growth in the compensation data sector.

Survey Participation Management

• Manage the A-Z survey participation process for key WTW global compensation survey clients in close collaboration with the Client Success Manager resulting in high quality, full census data submissions.

• Conduct kick-off calls, manage timelines and milestones with client stakeholders to ensure timely and complete data submissions to WTW surveys

• Obtain and align on concrete participation timelines and expected dates directly from clients.

• Provide support for general participation questions, including access to survey materials participant lists, job matching, and portal login assistance.

• Keep an impeccable record of client contacts, roles, progress, due dates and progress to completion in the survey management system.

• Collaborate with the survey management team to identify opportunities to improve data quality in submission and guide clients to measurable improvements in year-over-year quality of data submissions.

• Assist clients with job matching for specific positions in close collaboration with Product Leaders and other SMEs.

• Work with internal teams and clients to resolve Validation Queries as part of our Data Quality Management processes.

Education, training and enablement 

• Act as a resident Subject Matter Expert (SME) on all things survey participation to the Client Success Team and broader Commercial Team.

• Provide clients with live platform training and tutorials to help them navigate the participation process through one-to-one and one to many online training sessions.

• Supports the creation and maintenance of training and training materials related to survey participation for clients and internal teams. 

• Support Business Development by educating key prospects on the participation process, requirements and how we support them to have a best-in-class experience

• Work with Business Development representatives to take in survey submissions from clients during the sales process, pre-close.

Client Success and Continuous Improvement 

• Proactively solicit capture and relay client feedback to Product Development and Product Management to improve our client experience

• Identify and drive opportunities to enrich client relationships and expand our footprint through upselling and cross-selling, and additional product offerings (e.g., compensation software, market practice reports).1

• Escalate technical issues to the Software Support/Service Desk when necessary, ensuring issues such as system downtime, errors, or access issues are addressed promptly.

• Drive measurable improvements in NPS scores and client feedback scores for assigned clients and indirectly for the North America client base as a whole.

• Bachelor's degree in Business Administration, Finance, Economics, or related field.

• 3+ years of proven experience in client success, customer service, or a technical support environment, or an internal HR role

• Experience with data management, resolving client inquiries efficiently and ensuring compliance with industry regulations.

• Demonstrated experience in the field of Human Resources Consulting or HCM, preferably within the domain of Total Rewards is a plus

• Excellent verbal and written communication skills, with the ability to convey complex information clearly, professionally, and with confidence.

• Strong interpersonal skills and a client-first mindset, with a proven ability to resolve issues patiently and empathetically.Technically proficient, with experience troubleshooting digital platform issues and quickly learning new internal systems.

• Highly organized, capable of managing multiple communication channels (phone, email, ticketing systems) in a dynamic environment.

• Critical thinker and effective problem-solver, able to analyze issues and deliver efficient, client-focused solutions.

• Proficiency in MS Excel, including working with large data sets and pivot tables

• Familiarity with CRM systems, support ticketing tools, and common office software (e.g., Microsoft Office Suite, Dynamics).

• Comfortable working both independently and collaboratively in a fast-paced, client-centric setting.

• Meticulous attention to detail when handling and sharing technical materials or documentation with clients.

Compensation And Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, and performance in the role.

Compensation

The starting base salary compensation range being offered for this role is $72,250 - $97,750 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off 
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets