Product Owner, Claim Intake

Gallagher; Chicago (IL); On-site; Confidential; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits

Career development & learning

People-first culture

Meaningful work with global reach

Job summary

Gallagher is seeking a Product Owner to lead the transformation of the claim intake ecosystem into a digital, AI-powered omnichannel product. You will own the product vision, roadmap, and outcomes, driving modernization from manual intake to automated, conversational experiences.

You will work across business, operations, and technology teams to design workflows, manage backlog, and align vendor platforms with the GB intake strategy, delivering measurable improvements in cycle time, accuracy,

Qualifications

• Bachelor's degree in Business, Management or Engineering and 7 years related product development experience.
• Ability to work independently with minimal direction.
• Experience with AI/ML, NLP, or conversational interfaces; workflow automation; omnichannel digital products.

Responsibilities

• Own backlog, prioritization, and sprint execution for claim intake modernization.
• Write user stories, acceptance criteria, and functional specifications.
• Provide real-time direction to development teams and demo/accept delivered work.
• Lead workshops to gather requirements and design future-state intake workflows.
• Design conversational UX flows and omnichannel intake models.
• Coordinate vendor product ownership and ensure timely deliveries with SLAs.

Skills

AI/ML

NLP

Workflow automation

Omnichannel products

Product mindset

Systems thinking

Strategic thinking

Tactical delivery

Ambiguity handling

Education

Bachelor's degree in Business/Management or Engineering

Job description

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.

What Makes This Role Different

• 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 models
  • Create 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

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.

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