Director, Delivery Process Transformation & AI Enablement

WTW•Southfield, MI

1d•$150,000 - $185,000•Remote

About The Position

We are seeking an executive to lead enterprise-wide GBS transformation through the integration of Delivery operations, Service Management and AI-driven innovations. This leader will define and lead the direction, governance, and operating model to deliver scalable, digital world class business processes that improve performance, experience, and efficiency across the organization. The ideal candidate is a forward-thinking strategist and operator who thrives at the intersection of business transformation, technology, human enablement, and CX. This role can be located anywhere with preference for candidates that can work or cross-over to work in US Eastern Time zone. Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity. Strategic Leadership: Develop and execute a multi-year delivery transformation roadmap that aligns enterprise priorities with GBS, GPO, Service Management, CX, and AI capabilities. Establish a unified process governance model to ensure end-to-end process ownership, performance measurement, and continuous improvement. Partner with executive leadership to embed AI and automation as foundational enablers of business agility and decision intelligence. Global Business Services & Process Excellence: Lead and support the design and optimization of GBS AI/automation delivery models, ensuring integration of global and regional processes across Finance and HR GBS operations. Champion standardization and digitization of processes while balancing flexibility for local market needs. Drive operational excellence through metrics-based management, process mining, and analytics. AI & Digital Enablement: Identify high-impact use cases for AI, generative AI, and intelligent automation to enhance productivity, experience, and data-driven insight. Collaborate with technology and data teams to ensure responsible AI governance, model training, and value realization. Lead organizational capability-building for AI adoption, change management, and digital fluency. Transformation & Change Management/Leadership: Serve as the lead for Change Management transformation initiatives, ensuring alignment and stakeholder engagement for launce excellence. Embed a culture of innovation, agility, and accountability across business units and service centers. Partner with HR and communications to drive change management and workforce transformation initiatives.

Requirements

Bachelor’s degree required
15+ years of progressive leadership experience across GBS, shared services, transformation, CX, and process excellence in a global enterprise.
Proven track record of leading enterprise-wide delivery transformation programs with measurable impact.
Experience implementing AI, automation, or advanced analytics in business operations.
Deep expertise in end-to-end process delivery design
Strategic thinker with strong operational and financial acumen.
Exceptional stakeholder management and influencing skills across global and matrixed organizations.
Strong change leadership and people development capabilities.
Demonstrated success in building cross-functional partnerships that drive innovation and performance.
Workforce planning expert to drive preparation for AI and Automation activities.

Nice To Haves

MBA or advanced degree preferred.

Responsibilities

Develop and execute a multi-year delivery transformation roadmap that aligns enterprise priorities with GBS, GPO, Service Management, CX, and AI capabilities.
Establish a unified process governance model to ensure end-to-end process ownership, performance measurement, and continuous improvement.
Partner with executive leadership to embed AI and automation as foundational enablers of business agility and decision intelligence.
Lead and support the design and optimization of GBS AI/automation delivery models, ensuring integration of global and regional processes across Finance and HR GBS operations.
Champion standardization and digitization of processes while balancing flexibility for local market needs.
Drive operational excellence through metrics-based management, process mining, and analytics.
Identify high-impact use cases for AI, generative AI, and intelligent automation to enhance productivity, experience, and data-driven insight.
Collaborate with technology and data teams to ensure responsible AI governance, model training, and value realization.
Lead organizational capability-building for AI adoption, change management, and digital fluency.
Serve as the lead for Change Management transformation initiatives, ensuring alignment and stakeholder engagement for launce excellence.
Embed a culture of innovation, agility, and accountability across business units and service centers.
Partner with HR and communications to drive change management and workforce transformation initiatives.

Benefits

Medical (including prescription coverage)
Dental
Vision
Health Savings Account
Commuter Account
Health Care and Dependent Care Flexible Spending Accounts
Group Accident
Group Critical Illness
Life Insurance
AD&D
Group Legal
Identify Theft Protection
Wellbeing Program
Work/Life Resources (including Employee Assistance Program)
Paid Holidays
Annual Paid Time Off (includes paid state/local paid leave where required)
Short-Term Disability
Long-Term Disability
Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave)
Paid Time Off
Contributory Pension Plan
Savings Plan (401k)
non-qualified Deferred Compensation
Deferred Savings Plans