Capability and Enablement Lead

Howden Group Holdings; New Jersey; Hybrid; USD 200,000 - 225,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement plan

Flexible Paid Time Off

Life and Disability insurance

Job summary

Howden is seeking a dynamic Capability and Enablement Lead to design and deliver role-based learning across US Retail Operations and Client Servicing. Reporting to the Head of Continuous Improvement & Change, this hands-on leadership role focuses on instructional design, learning strategy, and capability outcomes.

You will translate SOPs and system changes into clear performance-based objectives, build modular curricula, develop assets, and partner with SMEs and Operations leaders to ensure

Qualifications

• 5+ years in Learning & Development or Operations Enablement in insurance or financial services.
• Strong understanding of brokerage operations, systems (Epic or other AMS).
• 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.
• Strong communication and facilitation skills, with the ability to translate complex information into clear, actionable learning content.
• Bachelor’s degree in related field or equivalent experience.
• Experience supporting large-scale processes or systems implementations preferred.
• Familiarity with LMS administration and content tracking a plus.
• Insurance license or industry designation (CIC, CISR, CPCU, or similar) is a plus.

Responsibilities

• Own the enablement and learning strategy for Operations and Client Servicing, aligned to the target operating model.
• Design modular, role-based curricula grounded in adult learning theory and instructional design best practices.
• Translate SOPs, process maps, and system changes into learning objectives and pathways.
• Design and maintain learning assets: job aids, e-learning modules, simulations, facilitator guides.
• Deliver learning via blended approaches and reinforce adoption with refreshers and quick references.
• Track learning effectiveness using KPIs and refine content based on feedback and data.
• Partner with Process Excellence, PMO, Operations, and Technology to ensure adoption-ready content.
• Support change adoption through learning enablement in collaboration with stakeholders.

Skills

Instructional design

Adult learning theory

Operational enablement

Cross-functional collaboration

Learning strategy

Education

Bachelor’s degree in Business, Education, Operations, Organizational Development

Tools

Epic or AMS

LMS administration

Job description

Who are we?

Howden is a global insurance group with employee ownership at its heart. Together, we have pushed the boundaries of insurance. We are united by a shared passion and no-limits mindset, and our strength lies in our ability to collaborate as a powerful international team comprised of 24,000 employees spanning over 56 countries. People join Howden for many different reasons, but they stay for the same one: our culture. It’s what sets us apart, and the reason our employees have been turning down headhunters for years. Whatever your priorities – work / life balance, career progression, sustainability, volunteering – you’ll find like-minded people driving change at Howden.

What is the role?

We are seeking a Capability and Enablement Lead with a remote work schedule.

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.

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.

• 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.

What do we offer in return?

A career that you define. At Howden, we value diversity – there is no one Howden type. Instead, we’re looking for individuals who share the same values as us: Our successes have all come from someone brave enough to try something new We support each other in the small everyday moments and the bigger challenges We are determined to make a positive difference at work and beyond

Reasonable adjustments

We’re committed to providing reasonable accommodations at Howden to ensure that our positions align well with your needs. Besides the usual adjustments such as software, IT, and office setups, we can also accommodate other changes such as flexible hours* or hybrid working*.*Not all positions can accommodate changes to working hours or locations.

Permanent

Howden began in 1994, as just three people and a dog. Now there are 23,000 of us, and we’re a leading global insurance group, managing $37bn of premiums for our clients. Our largest shareholder group is us – the people who work in the business – supported by three long-term, minority growth-equity partners who share our vision to build a business to last, one that will never be sold. The owner's mindset is something that’s embedded in our culture; our people readily take ownership of their decisions, their actions, and their outputs. They’re invested in every sense. And we all know that by working together to drive the business forward, everyone will benefit from the extraordinary results we can achieve.