Jeff Williams: How to Engage Employees in Change
On episode #487 of #thePOZcast, Adam and Jeff Williams discuss the common misconceptions surrounding organizational transformation, emphasizing that while a small percentage of the workforce may be enthusiastic about change, the majority are often resistant or indifferent. He highlights the importance of engaging all employees in the transformation process, rather than assuming their support based on leadership declarations. Williams argues that business leaders must invest more in understanding and facilitating this change among their teams to achieve successful outcomes. Jeff Williams — a global leader in HR and business transformation who has driven growth at some of the industry's biggest names. Jeff is now President and CEO at Aptia, and is helping shape one of the company’s most critical business lines. Previously, Jeff served as Vice President of Enterprise and HR Solutions at Paychex, where he led a $1.5 billion P&L, helped the company become America’s market-share leader in HR services, and drove record revenue across mid-market and global operations. His career spans major leadership roles at Alight Solutions, Aon, ADP, and global telecom giants, earning him a reputation as a world-class builder of markets, revenue, client relationships, and operational excellence. A graduate of Harvard Business School’s General Management Program, Jeff is also deeply committed to community impact through charitable boards, Habitat for Humanity, and DEI leadership. Learn More: https://aptia-group.com/en-us Connect with Jeff: https://www.linkedin.com/in/jeffreylwilliams/
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Takeaways
- The biggest misconception is that most people are excited about transformation.
- A small percentage of the workforce drives the majority of results.
- The top 20% of employees contribute to 80% of outcomes.
- The top 1% can drive a quarter of the results.
- Most employees are tied to their current work methods.
- Transformation may not feel significant to the majority.
- Business leaders often assume support without engagement.
- Engaging employees is crucial for successful transformation.
- There is often an under-investment in change management.
- Leaders must facilitate change rather than just declare it.
00:00 – Welcome & Jeff’s Backstory in HR Transformation
Adam kicks off the POZcast and introduces Jeff Williams, president and CFO at Aptia, walking through his career leading massive HR and business transformation efforts at Paychex, ADP, Alight, Aon and more.
01:13 – Growing Up With a Self-Made Father
Jeff shares his family story: born Canadian, raised American, youngest of eight, and the journey of his dad going from drafting apprentice to CEO at the same company over 33 years—and the lessons embedded in that.
02:35 – Early Lessons: Hard Work, Humor & Loss
Jeff reflects on what he learned from his father before losing him at 19: the value of hard work, eating fast at a crowded table, and keeping humor and lightness at the center of life and leadership.
03:45 – From Telecom to the People Business (ADP Entry Point)
Jeff explains how he moved from technology and telecom into human capital, taking on the role leading ADP’s Canadian operations and discovering the power of the HR and benefits space.
04:38 – Hiring at a High Bar: Talent, Drive & Instincts
Adam asks how Jeff hired to ADP’s level. Jeff lays out his hiring philosophy: ambition beyond natural gifts, complementary skills, people better than him in key areas—and why he trusts his instincts on fit.
06:25 – Real Leadership: Hiring People Better Than You
They dig into succession, “making yourself dispensable,” and the idea that if you can’t take a vacation without everything falling apart, that’s a failure of leadership, not a badge of honor.
07:30 – Pre-Email Days & The Human Side of Work
Jeff remembers the 286/386 era and talks about how, before digital tools, people invested more in each other in person—inside and outside of work—and how that shaped deeper relationships.
08:43 – Remote Work, COVID, and an Isolated Workforce
They go deep on the pandemic: the rapid shift home, the early productivity spike, inflation pressures, relocation, and the rise of isolation and mental health issues as remote work took hold.
11:10 – Young Workers, Office Longing & Loyalty Shifts
Adam shares what he’s seeing with candidates who actually want to be in-office to learn through osmosis. Jeff talks about building the next generation of leaders and how in-person time rebuilds fabric and loyalty.
13:32 – Mental Health, Home Setups & Productivity Reality
They unpack the assumption that everyone has an ideal home workspace—calling out caregiving, cramped spaces, kids, and distractions—and how that’s quietly driving some people back to the office.
14:51 – Why Jeff Bet on Aptia & the Move to Boston
Jeff explains what drew him to Aptia: the chance to build something differentiated and lasting, formalize his cross-border life, and finally live and work in the same country as his family.
17:42 – The Big Vision: Building the Best Benefits Company in America
Jeff outlines his ambition to build the best (not necessarily biggest) benefits services and administration company—one loved by clients, employees, and partners while supporting the communities they serve.
19:04 – Benefits as a Talent Magnet: Total Rewards, Not Just Salary
They talk about smart candidates, how benefits (health, financial, time off, ancillary) close offers, and why companies need to position total rewards early and clearly in the hiring process.
21:13 – Closing the Benefits Understanding Gap
Jeff shares the reality: most employees don’t fully understand or appreciate their benefits. He talks about accessibility, education, and surfacing value in ways employees actually grasp.
22:33 – Introducing Aptia One: Seamless, AI-Led Benefits Experience
Jeff breaks down Aptia One—how it’s designed to create simple, AI-led, consumer-grade experiences for employees, employers, and partners across phone, web, and natural language interfaces.
25:14 – How Jeff Is Personally Upskilling in AI
Jeff shares his approach to AI as a leader: consuming everything he can, learning from experts, applying lessons from previous waves of tech disruption, and staying hyper-relevant to where markets are heading.
26:54 – Realistic AI: Simplicity, Accuracy & Avoiding AI-Washing
They discuss using AI to simplify journeys, NOT over-hyping capabilities, and why, in a business where you must be nearly 100% accurate on benefits, you must apply AI carefully and responsibly.
28:43 – The Hard Truth About Transformation
Jeff calls out a big misconception: leaders assume everyone’s excited about transformation. He explains why frontline employees often aren’t enlisted as deeply as leaders think and why change enablement is under-invested.
30:18 – Service, Soul & Corporate Philanthropy
The conversation shifts to service: Jeff’s history with DEI, United Way, and community work, and why doing something for others makes him feel more complete as a human and leader.
31:25 – Why People Want Companies With a Soul
Jeff explains how corporate philanthropy, whether via one flagship cause or hyper-local initiatives, shapes belonging, engagement, and the desire to work for companies that care about more than profit.
33:55 – Jeff’s Son’s Cancer Journey & Life Perspective Shifts
Jeff shares the powerful story of his son Kevin’s osteosarcoma diagnosis at 13, the grueling treatment, and how that battle reshaped his view on perseverance, priorities, and what really matters.
36:26 – Adam’s Own Cancer Battle & Shared Perspective
Adam opens up about his recent Hodgkin’s lymphoma remission, the physical and emotional toll, and how surviving cancer reframes life, work, and gratitude for both of them.
40:04 – What Keeps Jeff Up at Night: Stewardship & Family
Jeff talks about being a “work in progress,” how life is now about his kids, his wife, and his responsibilities, and the ongoing chase to be a good steward for his family, business, and community.
41:48 – Optimism About Humanity & The Future of Benefits
Jeff shares a global perspective: wherever he goes, people want similar things for their families and communities. He then lays out the “big three” of benefits—health, wealth, and time off—as core holdings.
43:26 – Designing Benefits Like a Portfolio
They dig into tailoring benefits to your population (e.g., menopause benefits, pet insurance, nonprofit-oriented perks), feeding what works, starving what doesn’t, and iterating to truly serve your people.
44:37 – Redefining Success: Energy for the Journey Ahead
In closing, Jeff defines success not by titles or money, but by whether you still wake up excited for what’s ahead—at work, at home, on the golf course, and in life overall.
46:08 – Wrap-Up & Where to Find Jeff and Aptia
Adam closes the episode, sharing where listeners can learn more about Aptia, connect with Jeff on LinkedIn, and reminding everyone to review, subscribe, and keep being good to themselves and better to others.
