Senior Client Research Manager
Publicerad 2024-08-29
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
