Director - Strategic Programs and Change

Role Overview

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.

Key Responsibilities

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.

• 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.

Compensation and Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation (Producer roles only).

Compensation

The base salary compensation range being offered for this role is $180,000-$250,000 USD per year.

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