We are looking for an initiative-taking and analytical professional to join our Service Quality & Experience team to support and lead strategic programmes and continuous improvement initiatives that enhance our service delivery, operational efficiency, and customer experience. While this role centres on driving data-informed change and programme execution, it also includes supporting internal communications and learning activities that ensure alignment, engagement, and capability uplift across service and support teams.
The Role
- Training, Communication & Engagement:
- Develop clear, audience-appropriate communications that support programme rollouts, process changes, and service updates.
- Facilitate training and knowledge-sharing sessions to help embed new ways of working, tools, or processes.
- Lead planning and coordinating team engagement activities (e.g. forums, town halls, retrospectives) where relevant to programme work.
- Data-Driven Insight & Analysis:
- Support the analysis of operational data to uncover trends, root causes, and opportunities for optimisation.
- Translate insights into actionable recommendations and improvement plans.
- Help build and maintain dashboards or reports to support transparency, accountability, and alignment.
- Programme & Improvement Delivery:
- Support and lead cross-functional programmes aimed at improving service quality, customer experience, and operational performance.
- Design, implement, and embed continuous improvement strategies, frameworks, and tools.
- Collaborate with teams across Insurance, Consulting and Technology to identify pain points, define improvements, and deliver measurable outcomes.
- Track, report, and communicate progress against programme goals, milestones, and benefits.
- Use data and service performance metrics (e.g. incidents, SLAs, change success, feedback) to inform decisions and prioritise improvements.
- Ensure improvement initiatives align with ITSM best practices and organisational objectives.
The Requirements
Essential experience and skills:
- Proven experience in programme or project management, continuous improvement, or service transformation roles
- Excellent communication and stakeholder engagement skills.
- Capable of balancing independent ownership with cross-team collaboration.
- Ability to work independently and take initiative.
- Proven experience in training, communications, or business management roles
- Good analytical and critical thinking skills, with the ability to interpret data and measure impact.
- Ability to influence and drive change across diverse stakeholder groups.
- Experience using data tools (e.g. Excel, Power BI, Tableau) and/or service platforms (e.g. ServiceNow, BMC).
Desirable but not essential:
- Working knowledge of ITSM practices (e.g. incidents, SLAs, service design, change).
- Familiarity with digital collaboration tools (e.g. Microsoft Teams, Miro).
WTW is an Equal Opportunity Employer
(ICT_TECH TD_2024_113R)
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