Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

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

How you'll make an impact

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

About You

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

Compensation and benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

Competitive compensation
Comprehensive benefits programs designed to support your well-being
Career development opportunities and ongoing learning
A collaborative, people-first culture with accessible leadership
The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)

Gallagher

Product Owner – Claim Intake Modernization