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