Digital Engagement Associate Manager

Internal Job Posting (IJP) Lateral & Vertical: Eligible colleagues at Level 58 & Level 63 can apply

About the Team

The Client Specialist team is responsible for managing a portfolio of North America CRB Property & Casualty (P&C) clients within a specific industry vertical, ensuring exceptional service delivery and a high-touch client experience. The team partners closely with Client Advocacy, Broking teams & functional team to deliver seamless, proactive service to the clients

About the Role

The Project Specialist - Client Experience & Digital Engagement will provide project coordination, reporting, analytics, and operational support for Client Experience, Voice of Customer, Digital Engagement, Analytics across the team supporting North America.
This role is intended for a hands-on delivery resource who can organise workstreams, maintain project trackers, support data analysis, prepare reports, coordinate meetings and follow-ups, and help teams progress strategic initiatives under guidance from programme and business leads.

Principal Duties / Responsibilities

Project coordination and execution
• Support planning and coordination of Client Experience and Digital Engagement workstreams.
• Maintain project plans, action logs, milestone trackers, meeting notes, risks, issues, and dependency logs.
• Coordinate meetings, follow-ups, stakeholder inputs, and working group activities.
• Track adoption, participation, deliverables, and completion of agreed actions.
Voice of Customer and client feedback support
• Organise and consolidate client feedback collected through surveys, interviews, stakeholder interactions, and other channels.
• Support client satisfaction survey administration, NPS activities, and feedback reporting.
• Assist with customer journey mapping, client advocacy reviews, and documentation of improvement opportunities.
• Summarise feedback themes and support preparation of leadership updates.
Data and reporting support
• Pull, validate and organise data from Power BI and other reporting platforms.
• Support recurring dashboards, scorecards, account planning reports, and account health summaries.
• Cross-reference reporting sources to support analysis and identify trends or gaps.
• Prepare draft reports, executive summaries, and presentations for review by programme leads.
Digital engagement and AI initiative support
• Support digital engagement initiatives, client-facing technology updates, and portal experience improvement activities.
• Coordinate pilot activities, testing, feedback collection, and adoption tracking for AI and automation initiatives.
• Support documentation, requirements gathering, status reporting, and issue follow-up with technology and analytics teams.
• Assist with E365 enhancements, dashboard initiatives, and digital engagement reporting.
Stakeholder and communications support
• Coordinate inputs across Client Experience, Digital Engagement, Technology, Analytics, Marketing, Operations, and business teams.
• Prepare meeting agendas, minutes, action summaries, and simple stakeholder communications.
• Support change management activities, training logistics, and adoption communications.

• Bachelor's degree in Business, Management, Analytics, Technology, Marketing, Project Management, Customer Experience, or related field.
• Project management, Agile, Lean, analytics, Power BI, or related certification is preferred but not mandatory.

Experience
• Minimum 3 to 5 years of experience in project coordination, business operations, analytics, reporting, client experience, digital engagement, or related fields.
• Experience supporting multiple priorities, trackers, status updates, and stakeholder follow-ups.
• Experience preparing reports, dashboards, presentations, and summary materials.
• Exposure to Voice of Customer, client feedback, NPS, survey management, or customer experience programmes is preferred.
• Professional services, consulting, brokerage, insurance, or financial services exposure is helpful but not mandatory.

Skills
• Strong organisation, follow-through, attention to detail and project coordination skills.
• Comfortable working with data, Power BI reports, dashboards, spreadsheets, and multiple information sources.
• Good written and verbal communication skills, with ability to prepare clear summaries and updates.
• Ability to work with cross-functional teams and escalate risks, issues and dependencies early.
• Interest in AI, automation, digital transformation and client-facing technology initiatives.

Application process:

- Application review
- Virtual or in person interviews
- Technical assessment / interview
- Offer & onboarding

WTW is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, protected veteran status or status as an individual with disability. All qualified applicants will not be discriminated against on the basis of disability.