Head of Training & Workforce Transformation

Farmers Insurance

  • Phoenix, AZ
  • Permanent
  • Full-time
  • 8 days ago
We are Farmers!We are… more than just your favorite commercials. At Farmers, we strive to deliver peace of mind to our customers by providing protection and comprehensive advice and delivering in the moments of truth. That means having people who can help us meet changing customer and business needs. Farmers high-performance culture is focused on results and the people who achieve them. We hold ourselves and others accountable for sustainably growing the business and each other. We seek solutions, own our actions, and grow through discomfort. We see setbacks as opportunities while continuously asking ourselves how we impact our customers.Farmers is an award winning, equal opportunity employer, committed to the strength of an inclusive workforce. We are dedicated to supporting the well-being of our people through our extensive suite of benefits, as well as the well-being of the communities we serve through employee volunteer programs and nonprofit partnerships. Helping others in their time of need isn't just our business - it's our culture! To learn more about our high-performance culture and open opportunities, check out and be sure to follow us on , , and .Workplace: On-site ( #LI-Onsite ), Hybrid ( #LI-Hybrid ), Remote ( #LI-Remote )Farmers believes in a culture of collaboration, creativity, and innovation, which thrives when we have the ability to work flexibly in a virtual setting as well as the opportunity to be together in person. Our hybrid work environment combines the best of both worlds with at least three (3) days in office and up to two (2) days virtual for employees who live within fifty (50) miles of a Farmers corporate office. Applicants beyond fifty (50) miles may still be considered.Job SummaryThe Head of Talent Transformation is a visionary leader tasked to drive our People & Talent initiatives. This role will focus on revolutionizing our training, upskilling, recruiting, incentives, and rewards/recognition programs to align with our technology, digital, and process transformations. The leader will develop innovative, hands-on training programs led by subject matter experts and supervisors, implement strategic recruiting and hiring practices, and oversee vendor management. Additionally, they will lead the Employee First program, transform performance management and career tracks, and integrate a sales-focused approach across the team. This role is crucial in ensuring our workforce is equipped to meet the evolving demands of our business and deliver exceptional service.Essential Job Functions
  • Training Transformation: leads the development of a cutting-edge training program designed to keep pace with AI advancements and the dynamic needs of our business. This program will prioritize practical, hands-on learning, continuous improvement, and measurable outcomes. Moving away from traditional methods, it will feature direct instruction from subject matter experts and supervisors, focusing on ongoing training, upskilling, real-time updates, and reinforcement. Key elements include specialized sales training on insurance products and industry best practices, practical skills development, and competitive activities to motivate and reinforce learning. The Head of Talent Transformation will leverage advanced technology for real-time performance measurement and utilize a Learning Management System to track progress and manage training materials.
  • Incentives/Rewards/Recognition: Design and manage incentive programs that motivate and reward employees. Develop recognition initiatives that celebrate achievements and foster a positive work environment.
  • Vendor & Farmers Business Services (FBS) Management: Evaluate and optimize the vendor and FBS mix to ensure cost-effectiveness and quality. Establish strong partnerships with vendors and manage relationships to support organizational needs.
  • Evaluate team structures for effectiveness and suggest realignments as necessary. Develop and implement strategies for location and hybrid work, talent strengths and balancing sales vs. service roles, as well as full-time vs. part-time positions.
  • Talent Development: Lead the Employee First program, transform rewards and recognition, and manage performance and career tracks to foster employee growth and satisfaction.
  • Sales Focus: Integrate a sales-oriented approach across the team, providing ongoing upskilling and measuring performance for incentives and management.
  • Continuously drives efficiencies while achieving significantly better outcomes for customers and agents through collaboration with technology teams to integrate AI solutions across contact center operations, ensuring seamless implementation and adoption.
  • Drive continuous improvement and innovation, positioning the contact center as a leader in AI-enabled customer service.
  • Strategic Leadership: Provide visionary leadership to drive transformation initiatives. Collaborate with senior executives to align strategies with business objectives and ensure seamless execution.
Experience Requirements
  • Minimum 7-10 years progressive learning & development or human resources experience
  • Minimum 5-8 years people leader experience
  • Proven experience in leading transformation initiatives within a large organization.
  • Strong background in HR, training, and development.
Education RequirementsBachelors degree required.Additional Qualification
  • Contract Negotiation: Proficiency in negotiating contracts and managing vendor relationships to support organizational needs.
  • Program Development: Ability to design and implement innovative training programs that enhance employee skills and capabilities.
  • Training Needs Assessment: Skill in identifying key areas for upskilling and creating tailored learning paths to support career growth.
  • Instructional Design: Proficiency in developing engaging and effective training materials and methods.
  • Visionary Leadership: Ability to provide visionary leadership to drive transformation initiatives.
  • Collaboration: Skilled in collaborating with senior executives to align strategies with business objectives and ensure seamless execution.
  • Change Management: Expertise in leading and managing change within an organization.
  • Efficiency Improvement: Ability to continuously drive efficiencies while achieving significantly better outcomes for customers and agents.
  • Innovation: Strong drive for continuous improvement and innovation, positioning the contact center as a leader in AI-enabled customer service.
Physical ActionsJob is performed in-person at a Farmers office or virtually at an approved alternative work location. The physical work environment is indoors and climate-controlled with adequate lighting and ventilation. Normal and customary distractions include background noise produced by office equipment and chatter among people, as well as interruptions. Frequently sits for prolonged periods of time, up to a full shift. Occasionally moves about the workplace including, navigating stairs, ramps, and level or uneven surfaces. Occasionally moves, pushes, pulls, lifts, carries, and/or places objects or materials weighing up to 25 pounds without assistance. Frequently uses shoulders, arms, hands, and fingers to manipulate equipment, tools, and objects necessary to perform job duties. Frequently performs fine motor tasks such as typing, mousing, or writing, up to a full shift. Rarely performs movements such as bending, stooping, crouching, kneeling, twisting, and reaching overhead or below the knees. Possesses clear vision, with or without correction, to visually read and verify information. Relies on depth perception and peripheral vision to navigate the work environment visually by identifying barriers, changes in terrain and locating objects. Possesses adequate hearing, with or without correction, to communicate with co-workers, respond promptly to auditory signals or alarms, and discern sounds essential for maintaining safety and productivity in the workplace. Jobs in this category require rare, if any, travel.Benefits
  • Farmers offers a competitive salary commensurate with experience, qualifications and location.
  • Bonus Opportunity (based on Company and Individual Performance)
  • 401(k)
  • Medical
  • Dental
  • Vision
  • Health Savings and Flexible Spending Accounts
  • Life Insurance
  • Paid Time Off
  • Paid Parental Leave
  • Tuition Assistance
  • For more information, review “What we offer” on
Job Location(s): R_US - United States, US - AZ - Phoenix, US - CA - WdlndHills-6301, US - KS - Kansas City, US - MI - Grand RapidsAnticipated application deadline: At Farmers, the recruitment process is designed to ensure that we find the best talent to join our team. As part of this process, we typically close open positions within 8 to 21 days after posting. If you are interested in any of our open positions, we encourage you to submit your application promptly.Farmers will consider for employment all qualified applicants, including those with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring Ordinance or other applicable law. Pursuant to 18 U.S.C. Section 1033, Farmers is prohibited from employing any individual who has been convicted of any criminal felony involving dishonesty or a breach of trust without prior written consent from the state Department of Insurance.It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.Farmers is an Equal Opportunity Employer and does not discriminate in any employer/employee relations based on race, color, religion, gender, sexual orientation, gender expression, genetic information, national origin, age, disability, marital status, military and veteran's status, or any other basis protected by applicable discrimination laws.Want to learn more about our culture & opportunities? Check out and be sure to follow us on , , and .Spokane, WA only: Residents who prefer not to provide their address click here to submit your resume via email:

Farmers Insurance