About Company
Willis Towers Watson 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. We are a values-driven organization, committed to integrity, client focus, respect, excellence, and teamwork. Joining Willis Towers Watson means becoming part of a diverse, collaborative, and innovative team dedicated to making a tangible impact on our clients’ success and the global economy. We foster an inclusive environment where every voice is heard, and every contribution matters, providing extensive opportunities for professional growth and development within a supportive framework.
Job Description
Are you a customer-centric leader passionate about shaping exceptional experiences from anywhere? Willis Towers Watson is seeking a dedicated and visionary Remote Customer Experience Manager to join our dynamic team, operating primarily from the Reigate, Surrey area. In this pivotal role, you will be instrumental in defining, optimizing, and elevating the end-to-end customer journey for our diverse client base. As a Remote Customer Experience Manager, you will work collaboratively across various departments – including sales, marketing, operations, and product development – to identify pain points, develop innovative solutions, and implement strategies that enhance customer satisfaction, loyalty, and advocacy.
This isn’t just about problem-solving; it’s about proactively designing seamless and delightful interactions that resonate with our clients and reinforce our brand promise. You will be responsible for gathering and analyzing customer feedback through various channels, transforming insights into actionable recommendations, and championing a customer-first culture throughout the organization. Your expertise will guide the development of customer journey maps, process improvements, and digital tool enhancements, ensuring every touchpoint delivers value and efficiency.
The ideal candidate will thrive in a remote work environment, possessing exceptional self-management, communication, and collaboration skills. While working from your home base, you’ll leverage cutting-edge communication and project management tools to stay connected with global teams, participate in virtual meetings, and drive initiatives forward. You will be expected to influence stakeholders at all levels, presenting compelling cases for CX initiatives and demonstrating their ROI. This role offers the unique opportunity to make a significant impact on a global scale, contributing directly to our strategic objectives and helping us maintain our position as a leader in advisory, broking, and solutions. If you are driven by a desire to create memorable customer experiences and eager to contribute your expertise to a world-renowned firm, we encourage you to apply.
Key Responsibilities
- Develop and implement comprehensive customer experience strategies aligning with business objectives and market trends.
- Map and analyze customer journeys across all touchpoints, identifying key pain points and opportunities for improvement.
- Gather, interpret, and act upon customer feedback from various channels (surveys, social media, direct interactions, support tickets).
- Collaborate with cross-functional teams (e.g., product, marketing, sales, operations, IT) to design and deliver seamless customer experiences.
- Champion a customer-centric culture within the organization through training, communication, and advocacy.
- Define and track key customer experience metrics (e.g., NPS, CSAT, CES) and report on performance to stakeholders.
- Identify and implement best practices, tools, and technologies to enhance customer interactions and operational efficiency.
- Manage and prioritize multiple CX projects simultaneously, ensuring timely and successful delivery.
- Stay abreast of industry trends, competitor activities, and emerging technologies in customer experience.
- Develop and deliver presentations to senior leadership on CX insights, initiatives, and results.
Required Skills
- Proven experience in Customer Experience (CX) management, preferably in a remote or hybrid environment.
- Strong analytical skills with the ability to interpret complex data and translate insights into actionable strategies.
- Excellent written and verbal communication skills, capable of influencing and engaging stakeholders at all levels.
- Proficiency in CX measurement tools and methodologies (e.g., NPS, CSAT, CES).
- Demonstrated ability to map customer journeys and identify critical touchpoints.
- Experience with project management and change management principles.
- High level of proficiency with collaboration tools (e.g., Microsoft Teams, Zoom) and CRM systems.
- Self-motivated and able to work independently with minimal supervision in a remote setting.
- Strong problem-solving abilities and a proactive approach to identifying and resolving customer issues.
- Bachelor's degree in Business, Marketing, Communications, or a related field.
Preferred Qualifications
- Master's degree or relevant professional certification in Customer Experience (e.g., CCXP).
- Experience within the financial services, consulting, or insurance industries.
- Familiarity with agile methodologies.
- Experience leading virtual teams or initiatives.
- Knowledge of digital transformation and automation in a CX context.
Perks & Benefits
- Competitive annual salary and performance-based bonuses.
- Comprehensive private medical insurance.
- Generous pension scheme with company contributions.
- Flexible remote work model, allowing for a healthy work-life balance.
- Opportunities for continuous professional development and career growth.
- Access to a global network of experts and cutting-edge resources.
- Employee assistance program and well-being initiatives.
- Paid time off and public holidays.
- Discount programs and exclusive employee perks.
- A diverse, inclusive, and supportive company culture.
How to Apply
We invite passionate and qualified candidates to join our team. Please encourage applicants to click on the link below to apply for the job.