IT Customer Engagement Leader

gaig; Cincinnati (OH); Hybrid; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Wellness program

Parental leave

Adoption assistance

Tuition reimbursement

Paid time off

Paid holidays

401(k) match

Employee stock purchase plan

Commuter benefits

Job summary

Great American Insurance Group is seeking an IT Customer Engagement Lead to partner with business units, shaping technology strategy and operating models. The role blends relationship management with strategic delivery across digital, data, and automation initiatives.

You will coordinate with IT Delivery Managers, Enterprise Architects, and business stakeholders to drive value, manage risks, and ensure customer-focused outcomes across a hybrid work environment.

Qualifications

• 15+ years of related experience required.
• Insurance (P&C) domain knowledge essential.
• Strong technology expertise across digital, automation, data, analytics.
• Proven ability to build trusted stakeholder partnerships.

Responsibilities

• Establishes IT/Business engagement models aligned to division needs.
• Develops relationships with key stakeholders to understand strategies.
• Gathers business objectives and defines a shared technology plan.
• Drives multi-year technology strategy and investment roadmaps.

Skills

Stakeholder management

Relationship building

Strategic thinking

Technology strategy

Change management

Communication skills

Negotiation

Education

Bachelor’s or advanced degree preferred

Job description

Be Here. Be Great. Working for a leader in the insurance industry means opportunity for you. Great American Insurance Group's member companies are subsidiaries of American Financial Group. We combine a "small company" culture where your ideas will be heard with "big company" expertise to help you succeed. With over 30 specialty and property and casualty operations, there are always opportunities here to learn and grow.

At Great American, we value and recognize the benefits derived when people with different backgrounds and experiences work together to achieve business results. Our goal is to create a workplace where all employees feel included, empowered, and enabled to perform at their best.

This position is not eligible for employment visa sponsorship. Applicants must be authorized to work in the United States without the need for current or future sponsorship.

Our enterprise P&C IT organization is on a mission is to accelerate the Great American strategy and empower the many Business Units and Shared Services with the appropriate technology, data, and applications to enable their business objectives and plans. We are looking to hire an IT Customer Engagement Lead who is a leader in our enterprise IT Organization and a strategic partner to one or more of our Divisions.

As the strategic partner, you will be responsible for building (trust) relationships and partnering with our business customers to understand their business needs and challenges as well as define the capabilities, technology strategy, and target IT operating models to accelerate their business strategies and go to market plans. P&C IT Services is looking for a Customer Engagement Leader to join their team. If you have a passion for building relationships, helping companies win with technology, and staying current with industry trends, then read further – this is the role for you!

Great American’s culture is built on connection, shared learning, and strong relationships. This is a hybrid role that combines in-office and remote work. Employees are expected to maintain a meaningful on-site presence to support collaboration, relationship building, and business success.

Responsibilities

Customer Relationship Management – Helps blur the lines between business and technology

• Establishes the appropriate IT / Business engagement model and corresponding set of IT services aligned to a Divisions business model. This position will act as a mini CIO for these groups.
• Develops relationships with key business stakeholders to understand their business strategies, needs, and challenges
• Gathers information on the business and technology objectives for business units, identifies customer needs and creates a shared technology plan to support business outcomes
• Ensures the customer is positioned best on technology AND data to support current and future needs

Technology Strategy – Influences, provide options for the BU to win with technology and data

• Gathers and communicates market research on insurance and technology trends that is relevant to our business customers
• Participates in business strategy conversations helping define opportunities/ options to leverage technology and data to run, transform, or grow their businesses
• Drives conversations with customers to define and influence the business capabilities, digital experiences, and new ways of working to enable business objectives
• Develops a multi-year BU technology strategy and investment roadmap to address strategic outcomes and drive customer success for the short and long term
• Helps define the target IT operating model and specific business unit technology strategies and transformation for digital, automation, data, analytics, application modernization as needed
• Drives the business case for change and portfolio of initiatives and technology investment(s) aligned to business priorities

Delivery Execution & Support - Advocates for the BU and ensures no surprises

• Make sure customer needs are being met and understood by each department in the company from strategy to execution; knows which IT teams/resources to bring to the table and when
• Collaborates with internal IT teams to identify options to leverage technology and data to enable business drivers for a Division around easy of doing business, new revenue, operational efficiencies, and improved decision making through the use of data and analytics
• Partners with IT Delivery Managers, Enterprise Architects, and business stakeholders on developing the “OneTeam” delivery model playbook for success including the CSAT outcomes, team structure, roles, etc. across all initiatives for a particular business unit
• Serves as a point of escalation to manage risks and concerns back to the customer across all portfolio’s of work for the business unit
• Partners with business and technical teams to gather feedback on the health of the relationship and quality of delivery of IT services
• Drives strategies and recommendations on strategies to drive adoption and continuous improvement opportunities for IT applications and assets

Qualifications

• A minimum of 15 years of related experience required
  • Prior experience within the P&C industry with deep knowledge Insurance domain expertise, a deep knowledge of various insurance functions across the value chain.
  • Strong level of technology expertise/breath (digital, automation, application modernization, data, analytics, etc.)
  • Strong experience building relationships (trust) and managing stakeholder expectations from strategy to planning and execution; including abilities to create win-win partnerships, with a strong understanding of give and take
  • Prior experience consulting skills or experience facilitating business and technology strategies; Ability to see the big picture and plan out steps to achieve it.
  • Ability to influence change, energize business and technical teams and foster buy in at all levels
  • Experience with navigating organizations and driving alignment and urgency across cross functional teams
  • Prior experience driving business transformation and organizational change
  • Prior experience leading complex and large-scale technology initiatives and engagements
• Genuine curiosity and passion for all things technology to apply the industry trends into the business
• Strong communication skills: verbal, written, listening to various levels across the organization
• Strong Problem Solving and results orientation/ execution skills - Takes ownership in tasks and projects seeing them through to completion. Ability to handle complex and ambiguous situations.
• Bachelor’s or advanced degree preferred

Business Unit:

Property & Casualty IT Services

Benefits:

We offer competitive benefits packages for full-time and part-time employees*. Full-time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full-time and eligible part-time employees also enjoy Paid Time Off and paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits.

Compensation varies by role, level, and location and is influenced by skills, experience, and business needs. Your recruiter will provide details about benefits and specific compensation ranges during the hiring process. Learn more at http://www.gaig.com/careers.

*Excludes seasonal employees and interns.