The Enterprise Lead, National Client Experience, is an industry-recognized expert who shapes national strategy for client-experience and process-transformation initiatives across the Commercial Risk, Employee Benefits, and Personal Risk business segments. This role serves as the firm's lead advisor to senior leadership on the design, sequencing, and adoption of major process and system transitions (New Business, Renewals, Servicing), establishing operational plans and standards that scale consistently across segments and regions. The Enterprise Lead builds and leads a national coalition of regional subject matter experts, develops bench strength among future transformation leaders, and ensures national client-experience standards are embedded as new processes go live. This is an individual contributor role with no supervisory authority; the Enterprise Lead achieves impact through recognized expertise, strategic advising, and enterprise-wide influence rather than formal people management.
Enterprise Strategy & Advisory
• Serve as the firm's lead advisor to senior leadership on the design, sequencing, and enterprise-wide rollout of major client-experience and process-transformation initiatives across Commercial Risk, Employee Benefits, and Personal Risk.
• Establish operational plans and standards for process transitions that scale consistently across business segments, regions, and systems.
• Analyze complex, cross-segment data to shape the firm's process-transformation roadmap and recommend strategic priorities to leadership.
National Transformation Leadership
• Build and lead a national coalition of regional subject matter experts and change champions who support process and system transitions across the organization.
• Serve as the enterprise's primary liaison between transformation project teams and business-segment leadership, translating complex technical change into clear strategic guidance.
• Lead the most complex, highest-stakes process transitions, providing hands-on expertise where transformation risk is greatest.
Change Leadership & Adoption at Scale
• Champion the enterprise case for new processes and systems, building broad organizational trust and securing executive and peer support for adoption.
• Anticipate and resolve enterprise-level resistance to change, partnering with business-segment leaders to sustain momentum across multiple concurrent transitions.
Capability Building & Succession
• Design and oversee national training and enablement programs that build lasting transformation capability across the organization.
• Mentor and develop regional subject matter experts and emerging transformation leaders, strengthening the firm's long-term bench strength for future transitions.
Business Decisions & Executive Reporting
• Analyze options and evaluate enterprise-wide outcomes to make timely, high-stakes decisions that maintain momentum across national transformation initiatives.
• Communicate decisions and strategic recommendations clearly to senior leadership and impacted business partners nationally.
Required Knowledge & Experience
• Recognized, enterprise-wide expertise in client-experience and process-transformation strategy across multiple business segments and systems.
• Demonstrated ability to advise senior and executive leadership on complex, enterprise-wide transformation strategy and decisions.
• Skilled at translating complex, cross-functional change into clear strategic guidance for both executive and frontline audiences.
• Strong critical-thinking and data-analysis skills, with the ability to synthesize enterprise-wide trends into actionable strategy.
• Demonstrated success building and developing a national network of subject matter experts and change champions.
• Comfortable operating with significant autonomy and ambiguity across multiple, concurrent, high-stakes transformation initiatives.
• Proficiency in Microsoft Office and relevant agency management or workflow systems.
Qualifications
• Bachelor's degree required; advanced degree a plus.
• 8-10 years of relevant industry experience, including demonstrated success leading enterprise-wide or multi-segment transformation initiatives.
• Professional certifications (e.g., Lean Six Sigma Black Belt, PMP) preferred.
• Maintains all licenses required by the State Department of Insurance to provide consultation in states where the firm operates, as applicable.
Skills & Behaviors
Functional/Technical Skills
• Process Knowledge: Masters complex process sequences across business segments, establishing the standards that regional teams apply during transitions.
• Problem-Solving: Resolves the most complex, cross-segment transformation issues that block enterprise-wide progress.
• Needs Assessment: Surfaces the underlying concerns driving resistance across business segments and shapes the enterprise adoption strategy accordingly.
• Process Optimization: Redesigns processes and standards to scale consistently across business segments, regions, and systems.
• Data Analysis: Synthesizes complex, cross-segment data to shape the firm's process-transformation roadmap and strategic priorities.
• Learning & Development Design: Architects national training and enablement programs that build lasting transformation capability across the organization.
Behaviors
• Gets Buy-In: Secures executive and peer commitment for enterprise-wide transformation initiatives by aligning the interests of diverse business segments.
• Navigating Uncertainty: Moves forward with confidence across multiple concurrent, ambiguous enterprise initiatives, creating structure where none exists.
• Decisive Momentum: Makes the hard calls under pressure that sustain momentum across national transformation initiatives.
• Peer Relationships: Builds and sustains a national coalition of regional subject matter experts and change champions.
• Strategic Influence: Navigates the formal and informal landscape with senior leadership to align goals and build support for enterprise transformation strategy.
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