Compensation Survey Participation Specialist

Join WTWs Reward Data Intelligence business as a Survey Participation Specialist where youll play a pivotal role in supporting and expanding our client relationships across North this client-facing position youll focus on maximizing survey participation and ensuring seamless experience for clients engaging with our market-leading compensation and data solutions. Youll guide clients through every stage of the survey processfrom initial outreach to completiondelivering support across phone email and digital platforms.

Youll proactively drive high participation rates through targeted outreach personalized assistance and live walkthroughs while also maintaining data accuracy and operational efficiency. Your insights and relationship-building skills will directly impact client satisfaction data quality and the overall success of our survey programs.

The Role

As a Survey Participation Specialist you will be the primary point of contact for your clients building strong relationships and understanding their survey participation needs. Youll lead participation campaigns provide tailored support and help clients navigate our survey platforms. Youll collaborate with internal teams to align on participation strategies monitor key metrics and share feedback to continuously improve our offerings. Your work will be essential to strengthening client partnerships and driving WTWs growth in the compensation data sector.

Survey Participation Management

• 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.

Education training and enablement

• 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.

Client Success and Continuous Improvement

• 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).1

• 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.

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• Bachelors 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.

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

• 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 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.

Compensation And Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that salaries may vary for different individuals in the same role based on several factors including but not limited to location of the role individual competencies education/professional certifications qualifications/experience and performance in the role.

Compensation

The starting base salary compensation range being offered for this role is $72250 - $97750 USD annually. This role is also eligible for an annual short-term incentive bonus.

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• 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) Paid Time Off
• 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.

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers we will consider for employment qualified applicants with arrest and conviction records.

EOE including disability/vets