DUAL North America · 1 day ago
Capability and Enablement Lead
Dallas - Routh Street
Full-time
Onsite
Senior LevelDUAL North America is a global insurance broker that is seeking a dynamic and experienced Head of Change and Continuous Improvement. The role involves building and leading a high-performing US Retail function that drives transformation and operational excellence across Operations and Client Servicing.
CommercialFinancial ServicesInsurance
Responsibilities
Lead 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 uplift
Ensure shared service capabilities are modular, reusable, and aligned with long-term strategy
Operationalize an US-Retail focused change enablement function, including:
A change management framework 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
Lead 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
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 partner with teams to enable dashboard and reporting
Lead the design, documentation, and optimization of SOPs
Drive a culture of excellence through robust QA frameworks, continuous 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 continuous improvement initiatives
Design and implement training programs that strengthen capabilities across client delivery and operations
Build learning pathways 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 continuous learning focused on process discipline and client-first behaviors
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
Qualification
Required
Deep expertise in change management, organizational enablement and continuous 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 develop business case and demonstrate organizational benefit
Benefits
Flexible hours
Hybrid working
Company
DUAL North America
DUAL North America offers commercial property, financial, and casualty services.
Founded in 2013
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
John Johnson
Chief Executive Officer
Recent News
2025-10-21
2025-10-20
Coverager - Insurance news and insights
2025-03-18
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