Senior Client Research Manager

This role reports into the Head of Client Satisfaction within WTW Sales Operations. You will be responsible for driving the implementation of a number of key global research programmes, notably Net Promoter Score, Independent Client First, and Account Health Check, in addition to ad hoc insight activity as required. The focus of the role will be on building business engagement and understanding, managing and delivering research projects, and creating and communicating insightful outputs which drive action. As a key member of the Client Satisfaction Centre of Excellence, you will be responsible for liaising with senior business stakeholders and Sales Operations colleagues across all WTW segments and geographies, driving the implementation of global standard processes.

The Role:

• Leading the delivery of key Client Satisfaction and ad hoc research programmes across WTW, engaging with and influencing business stakeholders
  • Championing global standard processes and ensuring business buy in 
  • Managing and coordinating multiple streams of work
• Collaborating with Client Satisfaction Centre of Excellence colleagues on the aggregated analysis of ICF and NPS client satisfaction outputs, helping to integrate multiple data sources to tell a joined-up insight story
• Working in partnership with Sales Operations colleagues
• Building an internal network
• Drawing on strong research and analytical skills to extract insight and recommendations from continuous tracking data
• Communicating results with impact to senior business audiences, drawing on established insight consultancy and story-telling skills
• Supporting the roll out and adoption of Dynamics CRM across WTW, building up personal expertise in respect of NPS and ICF functionality
• Creating and delivering training as required
• Supporting and challenging colleagues in the C-Sat team to continue to innovate processes and outputs, collecting and acting on feedback from stakeholders
• Keeping abreast of new developments in client satisfaction research, including technology innovations, AI, automation, and industry best practices
• Pro-actively championing the importance of Customer Insight across WTW

The Requirements:

• You will be an experienced customer insight professional with a background either in agency research and/or as part of an in-house insight function
  • Ideally, you will have some experience of satisfaction tracking, either B2B or B2C
• You will be a confident communicator, with excellent written and verbal communication skills
• You will have an analytical mindset and be proficient in interpreting and visualizing research data to deliver compelling stories
• You will be comfortable engaging with and influencing senior stakeholders
• In addition, you will be:
  • Able to work both independently and collaboratively with cross-functional teams
  • Comfortable working in a global environment
  • Experienced in project management
  • Experienced with Excel and PowerPoint

Nice to Have: 

• Experience with Dynamics 365
• Experience of B2B research
• Experience in the financial services sector

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 organization. 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.