Director - Change and Learning Lead

Company:

Mercer

Description:

Director - Change & Learning Lead (G)

We are seeking a dynamic Change & Learning Enablement Manager to drive adoption excellence for the the Commercial team, including the MPower CRM Program. This role is central to our mission to transform how Marsh supports clients through modern, intelligent technology solutions. You will partner with transformation leaders, product teams, and stakeholders to orchestrate change initiatives that enable our commercial teams to embrace new capabilities and realize measurable business value.

Purpose

Support the successful adoption of MPower by planning and executing change management and learning activities for product enhancements, global initiatives, and continuous improvement efforts. This role partners with the Change Lead and product teams to deliver consistent, high-quality enablement experiences while executing the MPower Change Playbook.

We will count on you for:

Change Execution

• Execute the MPower Change Playbook to deliver consistent change, communications, learning, and adoption activities across product enhancements and global initiatives
• Drive AI readiness and acceleration for emerging MPower capabilities
• Coordinate stakeholder engagement, readiness activities, and implementation plans
• Track risks, issues, and change impacts across assigned initiatives
• Serve as a primary point of contact for readiness and adoption questions.

Learning & Enablement

• Develop comprehensive enablement plans for new capabilities and enhancements
• Coordinate training delivery and manage learning schedules across multiple geographies
• Partner with subject matter experts to ensure learning content is accurate, relevant, and user-focused
• Manage the learning calendar and reinforce adoption through follow-up activities
• Collect and act on learner feedback to continuously improve enablement effectiveness

Communications & Engagement

• Execute global communications and awareness campaigns aligned to program milestones
• Develop leader toolkits, release communications, FAQs, and job aids for diverse audiences
• Ensure consistent messaging across commercial audiences through centralized communication governance
• Tailor communications for different stakeholder groups (executives, managers, end-users)

Measurement & Continuous Improvement

• Monitor adoption metrics, learner feedback, and engagement indicators
• Identify opportunities to improve enablement based on user insights and program data
• Maintain comprehensive change documentation and implementation artifacts for audit and reference
• Build dashboards and reports that track program health and adoption progress

Illustrative Activities

• Execute the MPower Change Playbook for quarterly and ad-hoc releases
• Coordinate launch communications and awareness campaigns for new CRM enhancements
• Facilitate office hours, learning sessions, and town halls for end-user support
• Prepare leader briefing materials and executive summaries
• Update stakeholder and readiness trackers; escalate blockers and risks
• Support global adoption campaigns and pilot programs

What you need to have:

• 5+ years of change management, learning enablement, or program management experience
• Demonstrated ability to develop and execute change playbooks and adoption strategies
• Strong project management skills with ability to track multiple workstreams simultaneously
• Excellent written and verbal communication with ability to tailor messaging for different audiences
• Proficiency with learning management systems (LMS) and digital content tools
• Experience coordinating training delivery and managing learning logistics
• Track record of driving adoption and measuring program impact

What makes you stand out?

• Experience with enterprise CRM systems or similar complex software implementations
• Familiarity with change management frameworks (ADKAR, Prosci, or similar)
• Background in financial services, insurance, or professional services
• Knowledge of learning design principles and instructional design concepts
• Experience using data and analytics to drive decision-making
• Exposure to Agile or iterative development environments

What We Value

• Proactive mindset: You anticipate barriers and take initiative to solve problems
• Stakeholder focus: You understand diverse perspectives and build alignment across groups
• Continuous learner: You stay current with emerging practices in change and learning
• Attention to detail: You produce high-quality, polished deliverables
• Resilience: You adapt quickly to shifting priorities in a fast-moving program
• Collaboration: You build productive partnerships across teams and geographies

What We Offer

• Opportunity to shape adoption strategy for a transformational program impacting thousands of users
• Exposure to enterprise transformation, governance, and technology leadership
• Professional development and learning opportunities
• Collaborative, supportive team environment
• Flexible working arrangements

Why join our team:

• We help you be your best through professional development opportunities, interesting work and supportive leaders.
• We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact on colleagues, clients and communities.
• Our scale enables us to provide a range of career opportunities, as well as benefits and rewards to enhance your well-being.

Marsh (NYSE: MRSH) is a global leader in risk, reinsurance and capital, people and investments, and management consulting, advising clients in 130 countries. With annual revenue of over $27 billion and more than 95,000 colleagues, Marsh helps build the confidence to thrive through the power of perspective. For more information, visit marsh.com, or follow us on LinkedIn and X.

Marsh is committed to embracing a diverse, inclusive and flexible work environment. We aim to attract and retain the best people and embrace diversity of age, background, caste, disability, ethnic origin, family duties, gender orientation or expression, gender reassignment, marital status, nationality, parental status, personal or social status, political affiliation, race, religion and beliefs, sex/gender, sexual orientation or expression, skin color, or any other characteristic protected by applicable law.

Marsh is committed to hybrid work, which includes the flexibility of working remotely and the collaboration, connections and professional development benefits of working together in the office. All Marsh colleagues are expected to be in their local office or working onsite with clients at least three days per week. Office-based teams will identify at least one “anchor day” per week on which their full team will be together in person.