Global Head, AI-Driven Claim Intake & FNOL

Gallagher Bassett; Rolling Meadows (IL); On-site; USD 150,000 - 230,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development opportunities

Global reach with local impact

Job summary

Gallagher Bassett is seeking a senior leader to transform Global Claim Intake/FNOL, overseeing large-scale NA operations and shaping AI-powered intake, customer experience, and service delivery globally. You will drive innovation, build high-performing teams, and position intake as a market differentiator across geographies.

The role demands 12+ years of related experience, strong analytical skills, and a product mindset to align with global executives and expand capabilities.

Qualifications

• Bachelor's degree and a minimum of 12 years related experience required.
• Preferred Master’s degree.
• Leadership of large teams, excellent analytical skills and data-driven thinking.
• A product mindset with the ability to drive innovation and growth.

Responsibilities

• Define and monitor performance metrics across North America intake operations, including 24x7 voice intake, learning & development, customer support, client relations and vendor management.
• Drive performance and experience results across all aspects of the business.
• Build a high performing and high retention team.
• Analyze customer feedback data to identify trends and implement necessary changes to improve the overall customer experience.
• Regularly review and adjust staffing levels to meet demand fluctuations across different channels.
• Own the global product direction and roadmap for AI-led intake transformation.
• Develop and own business cases for intake investments, including cost reduction, EBITDAC impact, revenue lift, service attachment, faster setup, improved data quality, reduced leakage, and better overall claim outcomes.
• Build a data-driven culture on intake metrics and oversight.
• Chair a global working group on intake strategy across all lines of business.
• Find opportunities for collaboration across geographies and businesses, and drive best practice adoption globally.

Skills

Leadership

Data analysis

Product mindset

Stakeholder management

Education

Bachelor's degree

Master's degree

Job description

Gallagher Bassett is seeking a senior leader to transform Global Claim Intake/FNOL, overseeing large-scale NA operations and shaping AI-powered intake, customer experience, and service delivery globally. You will drive innovation, build high-performing teams, and position intake as a market differentiator across geographies.

The role demands 12+ years of related experience, strong analytical skills, and a product mindset to align with global executives and expand capabilities.