Capability and Enablement Lead

Howden • Miami, FL

1d

About The Position

We are seeking a dynamic and experienced Head of Change and Continuous Improvement to build and lead a high-performing US Retail function that drives both transformation and operational excellence across Operations and Client Servicing. You will be responsible for developing and embedding scalable capabilities—while embedding resilience, performance, and adoption across the business. A key focus will be the creation of a robust, future-ready change and improvement enablement ecosystem, grounded in strong governance, risk awareness, behavioral engagement, continuous feedback and data-driven insight. You will bring clarity, structure, and empathy to enterprise transformation—making the intangible elements of change, such as culture, mindset, and adaptability, visible, measurable, and actionable. This is an exciting opportunity for a senior leader who views transformation not just as a delivery function, but as a strategic and cultural shift—one that must be owned, enabled, and experienced at every level of the organization.

Requirements

• Deep expertise in change management, organizational enablement and continuous improvement.
• Organizational design experience that translated into delivery and benefit realization for firm(s).
• Strategic systems thinker with operational discipline and commercial insight.
• Proven ability to create governance models that balance agility with risk and control.
• Strong analytical acumen.
• Highly collaborative, culturally fluent, and emotionally intelligent leader.
• Able to influence at C-suite level.
• Able to develop business case and demonstrate organizational benefit.

Responsibilities

• Lead the strategic roadmap for service enabling capabilities.
• Ensure alignment of investment with strategic ambition and business outcomes.
• Build and scale Centers of Excellence to embed capability uplift.
• Ensure shared service capabilities are modular, reusable, and aligned with long-term strategy.
• Operationalize an US-Retail focused change enablement function, including:
• A change management framework grounded in behavioral science and best practice.
• Playbooks, methodologies, and self-service toolkits for functional leaders and delivery teams.
• Collaborate with a network of change champions and embedded practitioners across business units.
• Lead US Retail-wide initiatives that build capability and confidence in navigating modernization.
• Align delivery across project, product and operational teams in an efficient and effective manner.
• Align business architecture with broader governance frameworks.
• Establish and chair CS change governance forums.
• Integrate risk and issue management into every stage of the transformation lifecycle.
• Define change and risk performance requirements and parter with teams to enable dashboard and reporting
• Lead the design, documentation, and optimization of SOPs.
• Drive a culture of excellence through robust QA frameworks, continuous feedback loops, and proactive.
• identification of improvement opportunities.
• Champion client experience design, monitoring and improving NPS, retention, and client profitability.
• Ensure team structures and alignments optimize delivery of continuous improvement initiatives.
• Design and implement training programs that strengthen capabilities across client delivery and operations.
• Build learning pathways that reinforce consistent application of SOPs and process standards.
• Partner with business leaders to embed operational excellence into onboarding and ongoing training.
• Maintain knowledge-sharing tools to capture and disseminate best practices.
• Promote a culture of continuous learning focused on process discipline and client-first behaviors.
• Operate as a key adviser and thought partner to CS and enterprise leaders.
• Create high-trust, collaborative relationships with senior stakeholders.
• Build confidence and clarity through transparent updates, shared metrics, and accessible storytelling.

Benefits

• A career that you define.
• Our business succeeds by allowing our people to make a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.
• And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed