Compensation Survey Participation Specialist

WTW•New York, NY

54d

About The Position

Join WTW’s Reward Data Intelligence business as a Survey Participation Specialist, where you’ll play a pivotal role in supporting and expanding our client relationships across North America. In this client-facing position, you’ll focus on maximizing survey participation and ensuring seamless experience for clients engaging with our market-leading compensation and data solutions. You’ll guide clients through every stage of the survey process—from initial outreach to completion—delivering support across phone, email, and digital platforms. You’ll 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. 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. You’ll lead participation campaigns, provide tailored support, and help clients navigate our survey platforms. You’ll 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 WTW’s growth in the compensation data sector.

Responsibilities

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.
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.
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.