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.

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.

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*.

If you're excited by this role but have some doubts about whether it’s the right fit for you, send us your application – if your profile fits the role’s criteria, we will be in touch to assist in helping to get you set up with any reasonable adjustments you may require.

*Not all positions can accommodate changes to working hours or locations. Reach out to your Recruitment Partner if you want to know more.

Permanent