Head of Digital Client Enablement

About the Role

Key Responsibilities

• Develop and implement strategies to engage clients effectively, promoting the adoption of digital solutions that align with business priorities and client needs.
• Oversee the onboarding, management, and offboarding of clients in collaboration with the business and tech teams.
• Work with cross-functional teams to craft and execute engagement plans for internal stakeholders and the entire client lifecycle.
• Assist in creating and executing change management frameworks to foster awareness, readiness, and adoption of new digital tools and processes.
• Partner with the Global Centre of Excellence for Training to develop training materials, gather requirements, and collaborate with SMEs for successful utilization.
• Coordinate communications, training, and feedback loops with stakeholders and clients to facilitate smooth transitions and high satisfaction.
• Maintain communication trackers, build stakeholder lists, and provide regular updates on project progress and challenges.
• Collaborate with marketing and portal resources to develop campaign strategies that increase awareness of digital initiatives.
• Support activities related to process and operational readiness, onboarding plans, and business impact analysis for new client-facing capabilities.
• Contribute to governance forums by preparing updates and ensuring change activities are integrated into delivery plans.
• Assess and optimize content posting timing and collaborate on maintaining portal content to ensure relevance and consistency.
• Support the development of content strategy and optimize content workflows to promote digital platform adoption.
• Define and manage the rollout of client engagement roadmaps, track engagement metrics, and report on adoption trends.
• Facilitate feedback sessions, analyze findings, and provide insights for continuous improvement of client experience and portal content.

Requirements

• Typically requires a University Degree and minimum 5 years of relevant experience or equivalent experience.
• Experience in client engagement, digital solutions, or change management.
• Strong collaboration and communication skills to coordinate with cross-functional teams and stakeholders.
• Ability to develop and implement engagement and content strategies.
• Experience with content management systems and digital platforms is preferred.
• Proven ability to manage multiple projects and deliverables in a fast-paced environment.

Nice to Have

• Experience in the reinsurance or insurance industry.
• Knowledge of analytics, portal development, or digital marketing strategies.
• Familiarity with change management frameworks and training development.

Qualifications

• University Degree or equivalent experience.
• Minimum 5 years of relevant experience.

Benefits & Perks

• Medical/dental/vision plans, which start from day one.
• Life and accident insurance.
• 401(K) and Roth options.
• Tax-advantaged accounts (HSA, FSA).
• Educational expense reimbursement.
• Paid parental leave.
• Digital mental health services (Talkspace).
• Flexible work hours.
• Training programs.
• Gallagher Thrive program for health and wellbeing.
• Charitable matching gift program.