Head - Strategic Programs and Change

The Strategic Programs & Transformation Leader drives major technology deployments, digital transformation, and end‑to‑end process improvements across CRB North America. This role leads enterprise initiatives that apply AI, automation, and digital tools to modernize operations while overseeing change management, stakeholder alignment, and cross‑functional adoption efforts. The focus is on enhancing colleague workflows and elevating the client experience.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

The Role

Technology Deployment & Digital Transformation Leadership

• Lead end‑to‑end deployment of enterprise technology solutions, from requirements and design through testing, rollout, and adoption.
• Serve as a strategic partner to Technology teams, shaping digital capabilities aligned with business needs and global standards.
• Drive structured change management, communication, and training to support adoption of new tools and digital workflows.
• Integrate digital solutions into operational processes to streamline work, reduce friction, and improve productivity.
• Champion the North America digital transformation agenda and support best‑practice sharing with global teams.

 Continuous Improvement & End‑to‑End Process Transformation

• Redesign and optimize end‑to‑end processes across broking, pre‑bind, and service operations.
• Identify opportunities to apply AI, automation, data analytics, and digital tools to increase accuracy, speed, and process simplicity.
• Improve the client experience through greater transparency, reduced turnaround times, and enhanced data quality.
• Partner with business, operations, and technology stakeholders to deliver scalable and sustainable process improvements.
• Ensure process enhancements support efficiency goals, margin expansion, and a seamless digital client journey.

Strategic Programs, Change Management & Acquisition Integration

• Lead strategic programs that modernize operations, streamline workflows, and elevate colleague and client experience.
• Develop and execute comprehensive change management strategies including stakeholder alignment, communications, and training.
• Oversee operational and digital integration of newly acquired businesses, ensuring alignment of processes, systems, data flows, and ways of working.
• Facilitate cross‑functional collaboration across Operations, Broking, Finance, and Technology to ensure coordinated transformation execution.

Cross‑Functional & Global Collaboration

• Partner with global and regional leaders to align on digital strategy, operating models, and transformation priorities.
• Act as a connector between business and technology to ensure coordinated program delivery and seamless execution.
• Share insights and best practices across geographies to drive consistency and accelerate transformation outcomes.

Leadership & Competencies

•  Inclusive, collaborative leadership style with strong influence across diverse teams.
•  Demonstrated capability to lead change and drive adoption of new processes and technologies.
• Strategic thinker with a focus on simplification, innovation, and client‑centric solutions.
•  Strong communication and stakeholder‑management skills at all organizational levels.

The Requirements

• 15+ years in business transformation, digital strategy, or operational change leadership.
• Experience with broking, insurance operations, or pre‑bind workflows preferred.
• Proven track record in enterprise technology deployments and large‑scale program leadership.
• Expertise in change management, stakeholder engagement, and adoption strategies.
• Demonstrated ability to leverage AI, automation, and digital tools to improve operational and client outcomes.

This position will remain posted for a minimum of three business days from the date posted or until sufficient/appropriate candidate slate has been identified.

Company Benefits 

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare 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 and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes 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 (only included for Washington roles)
• Retirement Benefits: Qualified contributory pension plan (if eligible) and 401(k) plan with annual nonelective company contribution. Non-qualified retirement plans available to senior level colleagues who satisfy the plans’ eligibility requirements.

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

At WTW, we trust you to know your work and the people, tools and environment you need to be successful. The majority of our colleagues work in a ”hybrid” style, with a mix of remote, in-person and in-office interactions dependent on the needs of the team, role and clients. Our flexibility is rooted in trust and “hybrid” is not a one-size-fits-all solution.

We understand flexibility is key to supporting an inclusive and diverse workforce and so we encourage requests for all types of flexible working as well as location-based arrangements. Please speak to your recruiter to discuss more.

EOE, including disability/vets