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Getting AI-ready: Building culture change in benefits

AI can improve benefits decisions by translating complexity, guiding choices, and keeping human judgment at the center for better outcomes every time.

07/21/2026 · 1 minute read

While AI is moving from simple automation to more agentic use cases, the challenge for employers is no longer just about efficiency — it is about managing risk with confidence. In benefits, AI can help translate complexity, guide employees through important decisions, and improve outcomes, but only when it is deployed with a clear purpose, strong governance, and meaningful human oversight. Safeguards such as confirmation prompts, review points, and other forms of healthy friction are essential to reduce the risk of blind reliance and unintended outcomes.

In this episode of “Transforming Benefits with Technology”, Kate Brown, Andrew Owens, and Simon Jarvis explore how employers can build an AI-ready culture while minimizing risk by placing transparency, choice architecture, and human judgment at the center of the employee benefits experience.

Key takeaways for employers

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Adoption varies by individual, role, and geography

A one-size-fits-all rollout can create inconsistent usage, uneven employee experiences, and greater operational risk. Some people will be naturally curious and experimental, while others will need more reassurance and support.

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AI should support people, not replace them

The safest and most effective use cases position AI as an explainer, curator, and efficiency tool — while keeping final decision-making in human hands to reduce the risk of poor or inappropriate outcomes.

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AI adoption is a change-management challenge, not just a technology rollout

Without careful change management, even well-designed tools can create confusion, resistance, or misplaced trust. Success depends on addressing people’s hopes and fears, not just providing tools and training.

Watch out previous episodes

About our speakers

Andrew Owens

Chief Technology Officer, Marsh Health and Benefits

  • United Kingdom

Andrew is a senior business leader with decades of experience in organizational transformation of both large software development organizations and overall software product businesses. He specializes in introducing and driving agile maturity within globally distributed development organizations. Successful track record of transforming businesses, with a particular focus on moving 'traditional' software businesses to enterprise SaaS businesses.

Simon Jarvis

Head of Product Development, Marsh Health and Benefits

  • United Kingdom

Simon's role involves driving the evolution of Marsh Health and Benefits global benefits platform, Darwin. He has advanced experience in product strategy and customer relationship management, specializing in nurturing stakeholder relations and guiding product management teams to drive enhanced platform capabilities and user experiences.

Kate Brown

Global Digital Leader for Marsh Health and Benefits

  • United States

Kate Brown is our Global Digital Leader for Marsh Health and Benefits. With more than a decade of experience across innovation, transformation and total health management, Kate brings deep expertise in employer-sponsored healthcare, benefit strategy, population health, virtual first care and value-based care. A recognized creative problem solver, she helps organizations shape more effective benefits experiences and outcomes.

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