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 rolesExcellent 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 rolesGood 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)