Director, Delivery Process Transformation & AI Enablement

This job is with WTW, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ business community. Please do not contact the recruiter directly. 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 launce 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.
  
  

Qualifications

The Requirements

• Bachelor’s degree required; MBA or advanced degree preferred.
• 15 years of progressive leadership experience across GBS, shared services, transformation, CX, and process excellence in a global enterprise.
• Proven track record of leading enterprise-wide delivery transformation programs with measurable impact.
• Experience implementing AI, automation, or advanced analytics in business operations.
  
  

Critical Competencies

• Deep expertise in end-to-end process delivery design.
• Strategic thinker with strong operational and financial acumen.
• Exceptional stakeholder management and influencing skills across global and matrixed organizations.
• Strong change leadership and people development capabilities.
• Demonstrated success in building cross-functional partnerships that drive innovation and performance.
• Workforce planning expert to drive preparation for AI and Automation activities.
  
  

This position will remain posted for a minimum of three business days from the date posted or until a sufficient/appropriate candidate slate has been identified

Compensation And Benefits

Base salary range and benefits information for this position are being included in accordance with requirements of various state/local pay transparency legislation. Please note that base salaries may vary for different individuals in the same role based on several factors, including but not limited to location of the role, individual competencies, education/professional certifications, qualifications/experience, performance in the role and potential for revenue generation.

Compensation

The base salary compensation range being offered for this role is $150,000-$185,000 USD per year.

This role is also eligible for an annual short-term incentive bonus

Company Benefits

WTW provides a competitive benefit package which includes the following (eligibility requirements apply):

• Health and Welfare Benefits: Medical (including prescription coverage), Dental, Vision, Health Savings Account, Commuter Account, Health Care and Dependent Care Flexible Spending Accounts, Group Accident, Group Critical Illness, Life Insurance, AD&D, Group Legal, Identify Theft Protection, Wellbeing Program and Work/Life Resources (including Employee Assistance Program)
• Leave Benefits: Paid Holidays, Annual Paid Time Off (includes paid state/local paid leave where required), Short-Term Disability, Long-Term Disability, Other Leaves (e.g., Bereavement, FMLA, ADA, Jury Duty, Military Leave, and Parental and Adoption Leave), Paid Time Off
• Retirement Benefits: Contributory Pension Plan and Savings Plan (401k). All Level 38 and more senior roles may also be eligible for non-qualified Deferred Compensation and Deferred Savings Plans.
  
  

Pursuant to the San Francisco Fair Chance Ordinance and Los Angeles County Fair Chance Ordinance for Employers, we will consider for employment qualified applicants with arrest and conviction records.

EOE, including disability/vets

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