Technology Change Manager

About this role

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.

Role Title: Technology Change Manager - US Retail Technology Program Location: US, Home based

About the Role Howden is delivering a portfolio of technology-enabled transformation projects across US Retail. These changes are designed to improve how the business operates, how colleagues work day-to-day, and how technology supports future growth.

As the business adopts this portfolio of IT change, it will need focused support to ensure the changes are understood, embedded and adopted, and that the expected benefits are realized.

We are looking for an experienced and people-focused Change Manager to lead change management activity for the US Retail Technology Programme. This role is ideal for someone who can translate technology delivery into clear business impact, drive stakeholder engagement from the outset, and support successful adoption through each phase of the delivery lifecycle.

As a People First company, supporting our people as the organisation makes these transitions is of paramount importance. The successful candidate will work closely with programme, business, operations, HR, training and communications teams to ensure positive outcomes for colleagues and for the business. You will play a key role in shaping the change journey across US Retail, ensuring impacted teams are prepared, supported and confident through implementation, go-live and post-go-live adoption. A core focus of the role will be building practical change capability, managing adoption risk, and ensuring resistance is treated as useful feedback that informs the delivery approach.

Key Accountabilities Operating Model and Business Impact • Conduct stakeholder analysis to identify impacted groups, assess readiness, and map change impacts by role, process and business area.

• Work with the business and the programme to ensure the impact of technology changes on the operating model and people are well understood.

• Facilitate business thinking on operating model changes required by the technology implementation, ensuring sensitivity to the wider US Retail operating model.

• Alongside HR and business leadership, ensure people changes are understood and the right level of support is provided to those impacted by operating model change.

• Provide input into stakeholder analysis updates and feed findings into communication, training and adoption planning.

Change Strategy and Planning • Define and maintain the change management strategy, including approach, key messages, audiences, engagement channels and timeline aligned to the delivery plan.

• Create and maintain practical adoption plans, including adoption targets, success measures, readiness criteria and resistance mitigation strategies.

• Work with programme leadership, business owners and operational teams to ensure change activity is integrated into the overall delivery lifecycle, rather than treated as a go-live activity only.

• Identify change risks and adoption blockers early, agree mitigation actions, and track these through to closure.

Communications • Develop and execute an audience-focused communications plan to communicate change in a clear, honest and upfront way.

• Craft targeted messages for stakeholders at different levels, from sponsors and business leaders through to end users impacted by the change.

• Build and maintain a network of business adoption champions who understand the changes and can help communicate progress, impacts and readiness expectations across their teams.

• Work with internal communications teams to ensure relevant and appropriate communications are developed and delivered in a timely manner.

• Disseminate go-live communications and coordinate with business and operations adoption champions to support day-one readiness.

• Identify and capture success stories so they can be used to support adoption where relevant.

Training and Capability Building • Work with the programme training team and business teams to ensure training needs are well understood and training is delivered in an appropriate and timely manner.

• Design the training strategy and coordinate delivery, including identifying training needs, supporting training materials, scheduling sessions and coordinating train-the-trainer activity where required.

• Facilitate workshops, training sessions and engagement activity to build understanding, readiness and confidence across impacted teams.

• Support the development of change tools, templates and frameworks that can be reused across the US Retail Technology Programme.

• Promote change awareness and capability across the organisation.

Deployment Readiness and Go-Live Support • Lead deployment readiness activities from a change perspective, confirming users are trained, communications are issued, adoption champions are engaged, and support structures are clear before go-live.

• Work with programme, business and operations teams to ensure colleagues understand what is changing, when it is changing, what action is required, and where support will be available.

• Support cutover and go-live planning by ensuring business readiness, communications readiness and user readiness are visible and actively managed.

Adoption, Benefits and Resistance Management • Work with benefit owners to ensure benefit outcomes are clear, measurable an

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