Product Owner – Claim Intake Modernization

Gallagher Bassett is seeking a Product Owner – Claim Intake Modernization to lead the transformation of its claim intake ecosystem into a digital, AI-powered, omnichannel product.

This role replaces a highly technical SME function and expands it into a true product ownership role—owning both the deep system/data understanding and the end-to-end product vision, roadmap, and outcomes.

You will lead the design and delivery of:

• Conversational, AI-driven intake experiences
• Intelligent triage and assignment engines
• Unified, scalable intake platform across channels

What Makes This Role Different

This is not a traditional BA or support-heavy SME role. We are looking for someone who can:

• Own the product end-to-end, not just document requirements
• Translate complexity into scalable product capabilities
• Drive modernization initiatives, not just maintain systems

Product Ownership & Vision

• Own the product vision, roadmap, and delivery for claim intake
• Drive transformation from manual intake → AI-powered, conversational experience
• Define success metrics (cycle time, accuracy, automation, experience)

Intake Modernization

Lead design and delivery of:

• Conversational intake (LLM/NLP-driven)
• Omnichannel reporting (chat, web, phone, integrations)
• AI-based:
  • Data capture and validation
  • Severity detection
  • Intelligent triage and assignment

Deep System & Data Ownership

• Serve as functional + technical SME across intake systems and data flows
• Own understanding of:
  • Intake data structures and logic
  • Workflow orchestration and integrations
  • Downstream system dependencies
• Translate business needs into scalable, system-aware solutions

Product Backlog & Agile Execution

• Own backlog, prioritization, and sprint execution
• Write user stories, acceptance criteria, and functional specifications
• Provide real-time direction to development teams
• Demo and accept delivered work

Requirements, UX & Process Design

• Lead workshops to gather and refine requirements
• Design:
  • Current-state and future-state intake workflows
  • Conversational UX flows
  • Standard vs. client-specific intake modelsCreate mockups and guide experience design

Vendor Product Ownership & Integration

• Act as primary product owner across vendor platforms
• Align vendor roadmaps to GB intake strategy
• Manage delivery timelines, SLAs, and escalations
• Ensure seamless integration across systems and vendors

Delivery, Deployment & Release Leadership

• Coordinate deployments and releases end-to-end
• Lead:
  • UAT cycles and go/no-go decisions
  • Release readiness and communication
• Ensure delivery timelines are met

Stakeholder Leadership & Communication

• Act as the bridge between business, operations, and technology
• Translate technical complexity into clear business impact
• Drive alignment across competing priorities
• Lead status, prioritization, and roadmap discussions

Production Ownership & Support Oversight

• Own product performance in production
• Oversee issue triage, root cause analysis, and resolution
• Ensure stability while enabling innovation

Required:

• Bachelor's degree in Business, Management or Engineering (or commensurate experience) and 7 years related product development experience required.
• Ability to work independently with minimal direction.

Desired:

• Claims, insurance, or intake experience
• Experience with:
  • AI/ML, NLP, or conversational interfaces
  • Workflow automation / decisioning systems
  • Omnichannel digital products
• True product mindset (not just requirements gathering)
• Strong systems thinker (data + workflow + UX)
• Ability to operate in both:
  • Strategic (vision, roadmap)
  • Tactical (stories, debugging, delivery)
• Comfortable in ambiguity and building from scratch

Success Metrics:

• Reduction in intake time and manual effort
• Increased digital and conversational intake adoption
• Accuracy and completeness of intake data
• Speed and effectiveness of triage and assignment
• Measurable impact on claim outcomes

#LI-HL1

We offer a competitive and comprehensive compensation package. The base salary range represents the anticipated low end and high end of the range for this position. The actual compensation will be influenced by a wide range of factors including, but not limited to previous experience, education, pay market/geography, complexity or scope, specialized skill set, lines of business/practice area, supply/demand, and scheduled hours. On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. 

Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve:

• Medical/dental/vision plans, which start from day one!
• Life and accident insurance
• 401(K) and Roth options
• Tax-advantaged accounts (HSA, FSA)
• Educational expense reimbursement
• Paid parental leave

Other benefits include:

• Digital mental health services (Talkspace)
• Flexible work hours (availability varies by office and job function)
• Training programs
• Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
• Charitable matching gift program
• And more...

**The benefits summary above applies to fulltime positions. If you are not applying for a fulltime position, details about benefits will be provided during the selection process.

We value inclusion and diversity

Click Here to review our U.S. Eligibility Requirements

Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work.

Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest.

Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws.

Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.