Client Experience Program Manager

Willis Towers Watson (NASDAQ: WTW) is a leading global advisory, broking and solutions company that helps clients around the world turn risk into a path for growth. With roots dating to 1828, Willis Towers Watson has 45,000 employees serving more than 140 countries and markets.
We design and deliver solutions that manage risk, optimize benefits, cultivate talent, and expand the power of capital to protect and strengthen institutions and individuals. Our unique perspective allows us to see the critical intersections between talent, assets and ideas — the dynamic formula that drives business performance.
Together, we unlock potential.

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 Manager - Client Experience & Digital Engagement will lead and manage strategic Client Experience, Voice of Customer, Digital Engagement, Analytics, and AI-enabled transformation initiatives across North America. The role will work across Client Experience, Client Advocacy, Digital Engagement, Technology, Analytics, Marketing, Operations, and Business Leadership teams to convert client feedback and engagement data into actionable insights and measurable business improvement.
This role is intended for an experienced program lead who can manage senior stakeholders, shape initiative roadmaps, establish governance, interpret data, drive cross-functional execution, and support long-term client experience and digital engagement priorities.

Principal Duties / Responsibilities

Strategic program leadership    
•    Planning and execution of Client Experience and Digital Engagement initiatives across North America.
•    Define scope, goals, deliverables, governance, risks, dependencies, and implementation roadmaps.
•    Manage concurrent strategic workstreams across client feedback, digital engagement, analytics, AI, and operational improvement.
•    Prepare and present program updates, executive summaries, decision papers, and progress reports for leadership.

Voice of Customer and client experience    
•    Coordination and management of Voice of Customer and client listening programs.
•    Support client satisfaction survey design, NPS management, interview frameworks, and client feedback governance.
•    Identify trends, emerging risks, improvement opportunities, and actionable themes from client feedback. Partner with Client Experience leader and other business leaders to translate client insights into operational improvements and measurable outcomes.

Data analytics and insights    
•    Use Power BI and other reporting platforms to extract, validate, interpret, and analyse client and engagement data.
•    Cross-reference multiple reporting sources to generate deeper business insights.
•    Develop executive dashboards, scorecards, account health summaries, and recurring reporting frameworks.
•    Translate complex data into clear recommendations that support account planning, growth, retention, and strategic reviews.

Digital engagement and AI enablement    
•    Support digital engagement strategy, client-facing technology initiatives, and portal experience enhancements.
•    Coordinate AI pilots, automation initiatives, adoption activities, user feedback, and business readiness efforts.
•    Partner with engineering, design, analytics, technology, and business teams to support solution delivery.
•    Support contract review automation, E365 enhancements, dashboard initiatives, and other digital transformation activities.

Stakeholder and change management    
•    Influence and align senior stakeholders across business, operations, technology, analytics, and client advocacy teams.
•    Drive communications, change management, adoption tracking, training coordination, and stakeholder engagement.
•    Challenge assumptions, escalate risks, and drive accountability for decisions, actions, and outcomes.
 

•    Bachelor's degree in Business, Management, Analytics, Technology, Marketing, Project Management, Customer Experience, or related field.
•    Project management certification such as PMP, Prince2, Agile, Scrum, Lean Six Sigma, or equivalent is preferred.
 

Experience    
•    Minimum 7 years of experience in project/program management, client experience, digital engagement, analytics, strategy, consulting, business operations, or related fields.
•    Experience managing cross-functional initiatives from planning through execution and benefits tracking.
•    Experience preparing executive reporting and communicating with senior stakeholders.
•    Experience with client feedback, Voice of Customer, NPS, customer journey mapping, or customer experience programs is preferred.
•    Professional services, consulting, brokerage, insurance, or financial services experience is preferred.
 

Skills    
•    Strong ability to work independently, manage ambiguity, and drive outcomes across multiple workstreams.
•    Strong analytical capability, including comfort with Power BI, dashboards, reporting and data interpretation.
•    Excellent communication, presentation, facilitation, stakeholder management, and influencing skills.
•    Ability to convert data and feedback into actionable recommendations and continuous improvement plans.
•    Awareness of AI, automation, digital transformation, and technology-enabled client engagement solutions.
 

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.

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