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WTW · 1 day ago

Compensation Survey Participation Specialist

One World Financial Center, New York, NY, 10281, US

Full-time

Onsite

Mid Level

$72K/yr - $98K/yr

3+ years exp

WTW is a leading global advisory, broking, and solutions company. They are seeking a Survey Participation Specialist to support and enhance client relationships by maximizing survey participation and ensuring a seamless experience with their compensation and data solutions. The role involves managing the survey participation process, providing tailored client support, and collaborating with internal teams to improve data quality.

ConsultingInformation TechnologyInsuranceMedicalService Industry

Responsibilities

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

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

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)

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

Qualification

Client success experienceData managementHuman Resources ConsultingMS Excel proficiencyCRM systems familiarityCommunication skillsInterpersonal skillsProblem-solving skillsAttention to detailOrganizational skills

Required

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

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

Preferred

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

Benefits

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)

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.