ROLE SUMMARY  

We are seeking a dynamic and experienced Capability and Enablement Lead to design and deliver role‑based learning and operational enablement that ensures consistent adoption of processes, systems, and ways of working across US Retail Operations and Client Servicing. 

Reporting to the Head of Continuous Improvement & Change, this role is accountable for translating future‑state processes and operating models into clear, practical, and measurable learning experiences that enable colleagues to perform effectively in the new environment. The role partners closely with Process Excellence, PMO, Operations, and Technology, while retaining primary ownership of instructional design, learning strategy, and capability outcomes. 

This is a hands‑on instructional design and enablement leadership role — focused on building operational capability. 

What will you be doing?  

Learning Strategy and Instructional Design 

• Own the enablement and learning strategy for Operations and Client Servicing, aligned to the target operating model and process standards. 

• Design modular, role‑based curricula grounded in adult learning theory and instructional design best practices. 

• Translate SOPs, process maps, and system changes into clear performance‑based learning objectives. 

• Define learning pathways that support onboarding, role transitions, and ongoing proficiency. 

Content Development and Knowledge Enablement 

• Design and maintain high‑quality learning assets including job aids, playbooks, e‑learning modules, simulations, and facilitator guides. 

• Partner with SMEs and Operations leaders to validate accuracy and usability of learning content. 

• Build and maintain a centralized knowledge repository to support self‑service and point‑of‑need learning. 

Learning Delivery and Reinforcement 

• Support delivery of learning through blended approaches (virtual, in‑person, on‑the‑job), leveraging Operations leaders and SMEs as facilitators where appropriate. 

• Design reinforcement mechanisms (refreshers, quick references, embedded learning) to support sustained adoption. 

• Gather learner feedback and continuously refine content and delivery methods. 

Measurement & Continuous Improvement 

• Define and track learning effectiveness using operational KPIs (accuracy, cycle time, quality, compliance). 

• Partner with Operations to identify capability gaps and update learning accordingly. 

• Use data to demonstrate impact of learning on performance and adoption. 

Partnership & Adoption Support 

• Partner with Process Excellence to ensure processes and SOPs are adoption‑ready and supported by appropriate learning. 

• Partner with PMO and Program Managers to align enablement timing with delivery milestones. 

• Support change adoption through learning and performance enablement — not ownership of enterprise change frameworks. 

Key Skills & Competencies 

• Deep expertise in instructional design and adult learning principles. 

• Strong ability to translate complex operational processes into clear, role‑based learning. 

• Experience designing learning that drives measurable performance outcomes. 

• Strong collaboration skills across Operations, Process, Technology, and PMO. 

• Analytical mindset with the ability to assess learning impact using operational data. 

What are we looking for?  

Qualifications:  

• 5+ years of experience in Learning & Development, Operations Enablement, or Process Training within an insurance brokerage or related financial services environment 

• Strong understanding of brokerage operations, systems (e.g., Epic or other AMS), and workflows (e.g., billing, certificates, policy administration, claims) 

• Proven ability to design and deliver training programs that improve operational performance and adoption 

• Experience collaborating with Operations, IT, and Change teams to align training with business initiatives 

• Proficiency in instructional design principles, adult learning theory, and modern learning delivery methods (virtual, e-learning, and in-person) 

• Strong communication and facilitation skills, with the ability to translate complex information into clear, actionable learning content 

• Bachelor’s degree in Business, Education, Operations, Organizational Development, or a related field preferred (or equivalent experience) 

• Experience supporting large-scale processes or systems implementations, such as new system rollouts or target operating model transitions is preferred 

• Familiarity with e-learning tools and Learning Management Systems (LMS) administration and content tracking is a plus 

• Insurance license or industry designation (CIC, CISR, CPCU, or similar) is a plus 

Compensation and Benefits 

The expected base salary range for this role is $200,000 - $225,000; actual base salary will be determined based on factors including candidate experience and work location. This role is classified as exempt under the Fair Labor Standards Act (FLSA). 

In addition to a competitive base salary, employees are eligible to receive a discretionary bonus. Howden also offers a variety of benefits and programs, subject to eligibility, including: 

• Medical, dental, and vision insurance, including healthcare savings and reimbursement accounts 

• 401(k) retirement plan 

• Flexible Paid Time Off and paid parental leave 

• Life and Disability insurance 

Our sustainability promise  

We’re on a life-long journey to become an ever-more sustainable group. It's a commitment to taking care of our people and the world we live in, to doing good business, and to making a positive impact wherever we can. Our governance processes, company policies, and review systems are all geared towards our goal of making a positive impact in the world. You can read more about our sustainability work here.