Capability and Enablement Lead

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.

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

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.

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.

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.

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.

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.

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.

Deep expertise in instructional design and adult learning principles. Strong ability to translate complex operational processes into clear, role‑based learning. Experience…