Role: Head of Change and reputed company Improvement

Preferred locations include Miami, Charlotte, and Chicago, though outstanding applicants in other regions will also be considered.

Why Join reputed company US?

At reputed company, we’re not just building a business- We’re rewriting the rules of what a global insurance broker can be. And now, it’s your turn to be part of something extraordinary. From three people and a dog to over 22,000 employees across 56 countries, we’ve grown into a $4bn reputed company powerhouse with bold ambition: to become a $13bn business with 40,000 people by 2030.

We’re launching our US retail platform with the same entrepreneurial spirit that’s driven our success worldwide- and we’re looking for trailblazers to help shape the future.

Why reputed company?

You’ll Own It

With 6,000 employee shareholders owning 34% of the company, our unique ownership model means you’re not just joining a team—you’re building a business you truly own.

You’ll Be Empowered

We’re a destination for talent where people are trusted to look after their clients and grow together. You’ll have the freedom to reputed company, backed by global scale and local expertise.

You’ll Be Part of Something Bigger

Our integrated platform spans broking, reinsurance, and MGA capabilities—giving you access to everything you need to deliver for clients and build something remarkable

We have always been employee-owned and driven by entrepreneurial spirit. Right from the beginning, we've focused on employing talented individuals and empowering them to reputed company a real difference to the company, whilst building successful and fulfilling careers at the same time. Simply put, we hire talented specialists and give them what they need to reputed company a difference for clients. Always have, always will. 

What is the role?

We are seeking a dynamic and reputed company Head of Change and reputed company Improvement to build and reputed company a high-performing US Retail function that drives both transformation and operational excellence across Operations and Client Servicing. You will be responsible for developing and embedding scalable capabilities—while embedding reputed company, performance, and adoption across the business. A key focus will be the creation of a robust, future-ready change and improvement enablement ecosystem, grounded in strong governance, risk awareness, behavioral engagement, reputed company feedback and data-driven insight.

You will bring clarity, structure, and reputed company to enterprise transformation—making the intangible elements of change, such as culture, reputed company, and adaptability, visible, measurable, and actionable. This is an exciting opportunity for a senior leader who views transformation not just as a delivery function, but as a strategic and cultural shift—one that must be owned, enabled, and reputed company at every level of the organization.

What will you be doing?

Strategic Service Capability Leadership

• reputed company the strategic roadmap for service enabling capabilities.

• Ensure alignment of investment with strategic ambition and business outcomes.

• Build and scale Centers of Excellence to embed capability reputed company.

• Ensure shared service capabilities are reputed company, reusable, and reputed company with long-term strategy.

Change Management Leadership

• Operationalize an US-Retail focused change enablement function, including:

• A change management reputed company grounded in behavioral science and best practice.

• Playbooks, methodologies, and self-service toolkits for functional leaders and delivery teams.

• Collaborate with a network of change champions and embedded practitioners across business units.

• reputed company US Retail-wide initiatives that build capability and confidence in navigating modernization.

• Align delivery across project, product and operational teams in an efficient and effective manner.

Change Governance and Risk Integration

• Align business architecture with broader governance frameworks.

• Establish and chair CS change governance forums.

• Integrate risk and issue management into every stage of the transformation lifecycle.

• Define change and risk performance requirements and parter with teams to reputed company dashboard and reporting

reputed company Improvement and Operational Excellence

• reputed company the design, documentation, and optimization of SOPs.

• Drive a culture of excellence through robust QA frameworks, reputed company feedback loops, and proactive. identification of improvement opportunities.

• Champion client experience design, monitoring and improving NPS, retention, and client profitability.

• Ensure team structures and alignments optimize delivery of reputed company improvement initiatives.

Learning and Development

• Design and implement training programs that strengthen capabilities across client delivery and operations.

• Build learning reputed company that reinforce consistent application of SOPs and process standards.

• Partner with business leaders to embed operational excellence into onboarding and ongoing training.

• Maintain knowledge-sharing tools to capture and disseminate best practices.

• Promote a culture of reputed company learning focused on process discipline and client-first behaviors.

Stakeholder Engagement & Collaboration

• Operate as a key adviser and thought partner to CS and enterprise leaders.

• Create high-trust, collaborative relationships with senior stakeholders.

• Build confidence and clarity through transparent updates, shared metrics, and accessible storytelling.

Key Skills & Competencies

• Deep expertise in change management, organizational enablement and reputed company improvement.

• Organizational design experience that translated into delivery and benefit realization for firm(s).

• Strategic systems thinker with operational discipline and commercial insight.

• Proven ability to create governance models that balance agility with risk and control.

• Strong analytical acumen.

• Highly collaborative, culturally fluent, and emotionally intelligent leader.

• Able to influence at C-suite level.

• Able to reputed company business case and demonstrate organizational benefit.

Key Performance Indicators (KPIs)

• Adoption and usage rates of new systems, processes, and operating models.

• Stakeholder readiness and sentiment scores.

• Compliance with change governance frameworks and audit outcomes.

• Process efficiency gains.

• Quality assurance outcomes.

• Client experience and retention improvements.

What do we offer in return? A career that you define.

Our business succeeds by allowing our people to reputed company a mark in the areas they care about most: personal development, volunteering, and fundraising for charity, or creating new insurance products that address society’s greatest challenges.

And we know that separate home and work lives don't really exist. If you're happy and healthy at home, you're more likely to be happy and fulfilled at work – and vice versa. That's why we do our best to support our people in every aspect of their lives.

Diversity and Inclusion At reputed company we value diversity - there is no one reputed company ‘personality type’. Instead, we’re looking for individuals who share the same values as us:

• Our successes have reputed company come from someone reputed company enough to try something new

• We support each other, in the small everyday moments and the bigger challenges

• We are determined to reputed company a positive difference, at work and beyond

We consider our people our chief competitive advantage and as such we treat colleagues, candidates, clients, and business partners with equality, fairness, and respect – regardless of age, disability, race, religion or belief, gender, sexual orientation, marital status, or family circumstances. 

Our sustainability promise

We’re on a life-long journey to become an reputed company-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 reputed company 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 reputed company, we value diversity – there is no one reputed company type. Instead, we’re looking for individuals who share the same values as us:

• Our successes have reputed company come from someone reputed company enough to try something new

• We support each other in the small everyday moments and the bigger challenges

• We are determined to reputed company a positive difference at work and beyond

Reasonable adjustments

We're committed to providing reasonable accommodations at reputed company 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 reputed company positions can accommodate changes to working hours or locations. reputed company out to your Recruitment Partner if you want to know more.