Employee Experience Implementation Consultant

About WTW

WTW is an award-winning advisory, broking, and solutions company that supports clients worldwide in transforming risk into opportunities for growth. With a rich insurance heritage dating back to 1828, from the Titanic in 1912 to the Moon Buggy in 1971, WTW brings deep industry expertise and longstanding experience.

This role can be based in Lisbon or Manila. Our WTW Regional Delivery Center, in the heart of Lisbon, brings together a strong global team of more than 450 colleagues who deliver operational excellence every day through innovation and streamlined, efficient solutions. In Manila, you will join our delivery team there and work as one team with colleagues in Lisbon and across our markets.

About the role

As an Employee Experience Implementation Consultant, you will support the successful implementation of our Embark communications and Engage survey platforms. Combining consulting, project delivery, business analysis and hands-on configuration, you will guide clients from discovery and requirements through testing, launch and transition to ongoing support.

You will serve as the link between clients, advisory consultants and our global engineering and support teams, translating client needs into practical solutions and keeping delivery aligned to scope, budget, quality and agreed outcomes. You will also advise clients on implementation best practices, provide training and support, and use AI-enabled ways of working to improve documentation, analysis, testing and routine delivery tasks. The role works with colleagues across North America, Europe and Asia Pacific while following standard business hours in Portugal.

What you will do 

Implementation Delivery

• Coordinate implementations from planning and discovery through launch, handover and transition to support.
• Manage scope, schedule, budget, risks, issues, dependencies and success measures, using project management and AI tools to streamline reporting and action tracking.
• Facilitate requirements, status and debrief meetings, maintaining clear decisions, actions and accountability across the project team.
• Coordinate client, vendor and internal resources, remove roadblocks and keep teams focused on priorities and budgeted hours.
• Identify work outside the agreed statement of work and develop clear change orders covering scope, effort, cost and delivery implications.

Solution Design, Configuration and Quality

• Translate client objectives and business needs into clear requirements, specifications and practical implementation recommendations.
• Configure solutions to meet agreed requirements, partnering with engineers and Software Consultants to stay within product standards.
• Develop and execute test plans, using AI-generated test cases and automated regression testing where available.
• Investigate issues, determine root causes and assess the impact of changes or new functionality.
• Identify opportunities to simplify delivery, automate manual steps and share repeatable practices across the team.

Survey, Data and Reporting Delivery

• Deliver Engage survey implementations, including online setup, administration, data validation and report production.
• Clarify reporting needs, manage client and vendor data files, and use SQL and AI-assisted querying to analyze and validate data.
• Use automation and AI-enabled workflows to improve efficiency, consistency and quality across survey delivery.

Client Consulting and Adoption

• Act as a trusted day-to-day client contact, providing clear updates, managing expectations and maintaining a strong client experience.
• Advise clients on implementation choices and best practices, balancing their goals with product standards, delivery considerations and long-term sustainability.
• Provide ongoing guidance and support, including for clients with license accounts, and connect them with the right specialists when needed.
• Deliver client training in partnership with Software Consultants and support effective adoption of the implemented solution.

What we are looking for

• 5+ years of experience delivering software implementations, survey programs or related client projects, ideally within consulting, employee communications or employee listening.
• Demonstrated ability to consult with clients, translate business needs into practical solutions and build trusted working relationships.
• Experience managing project scope, plans, financials, risks and multiple concurrent deadlines.
• Hands-on experience developing requirements, configuring solutions and creating and executing test plans.
• Basic to intermediate SQL and relational database experience, such as SQL Server, Oracle or Access.
• Practical experience using AI tools, such as Microsoft Copilot, to improve daily work, with sound judgement in validating outputs and handling client data responsibly.
• Strong analytical, problem-solving and decision-making skills, with close attention to detail and quality.
• Excellent communication, facilitation and stakeholder management skills, with the ability to work across all levels of a client organization.
• A self-motivated, adaptable and process-focused approach, with a commitment to continuous improvement.
• Proficiency in Microsoft Office, particularly Excel and PowerPoint, and the ability to work effectively in global virtual teams.
• An understanding of core HR processes is preferred. A bachelor's degree or equivalent relevant experience is desirable.

Why WTW?

At WTW, we offer more than just a job—we offer a career. Here’s what you can expect:

• Work-Life Balance: Enjoy flexible working hours and hybrid working options to suit your lifestyle.

• Competitive Compensation: Benefit from an attractive, performance-related remuneration system.

• Global Exposure: Join an international consultancy with the security of a global corporation and renowned clients.

• Career Development: Experience a steep learning curve and ample opportunities for individual career growth through on-the-job learning and specialist training.

• Collaborative Culture: Work in a collegial, appreciative, and dynamic environment where decisions are made together.

• Impactful Work: Quickly take on responsibility and make an impact with direct customer contact.

• Community and Celebration: Participate in corporate events and celebrate our successes together.

Join Us!

Be part of a team that values innovation, excellence, and collaboration. At WTW, your career is more than just a job—it’s a journey. Apply now and turn your potential into success with WTW!

Willis Towers Watson is an equal opportunity employer.