[Hiring] Director, Delivery Process Transformation & AI Enablement @WTW

Role Description

We are seeking an executive to lead enterprise-wide GBS transformation through the integration of Delivery operations, Service Management and AI-driven innovations. This leader will define and lead the direction, governance, and operating model to deliver scalable, digital world class business processes that improve performance, experience, and efficiency across the organization.

The ideal candidate is a forward-thinking strategist and operator who thrives at the intersection of business transformation, technology, human enablement, and CX.

This role can be located anywhere with preference for candidates that can work or cross-over to work in US Eastern Time zone.

Note: Employment-based non-immigrant visa sponsorship and/or assistance is not offered for this specific job opportunity.

Key Responsibilities

• Strategic Leadership
  • Develop and execute a multi-year delivery transformation roadmap that aligns enterprise priorities with GBS, GPO, Service Management, CX, and AI capabilities.
  • Establish a unified process governance model to ensure end-to-end process ownership, performance measurement, and continuous improvement.
  • Partner with executive leadership to embed AI and automation as foundational enablers of business agility and decision intelligence.
• Global Business Services & Process Excellence
  • Lead and support the design and optimization of GBS AI/automation delivery models, ensuring integration of global and regional processes across Finance and HR GBS operations.
  • Champion standardization and digitization of processes while balancing flexibility for local market needs.
  • Drive operational excellence through metrics-based management, process mining, and analytics.
• AI & Digital Enablement
  • Identify high-impact use cases for AI, generative AI, and intelligent automation to enhance productivity, experience, and data-driven insight.
  • Collaborate with technology and data teams to ensure responsible AI governance, model training, and value realization.
  • Lead organizational capability-building for AI adoption, change management, and digital fluency.
• Transformation & Change Management/Leadership
  • Serve as the lead for Change Management transformation initiatives, ensuring alignment and stakeholder engagement for launch excellence.
  • Embed a culture of innovation, agility, and accountability across business units and service centers.
  • Partner with HR and communications to drive change management and workforce transformation initiatives.

Company Description