VP, Client Success & Insights: Lead Experience & Growth

Arthur J. Gallagher & Co.; Rolling Meadows (IL); Sur place; USD 180 000 - 240 000; Plein temps

Avantages offerts par ce poste

Competitive compensation

Comprehensive benefits package

Career development opportunities

People-first culture

Global reach with local impact

Résumé du poste

Gallagher Bassett is seeking a Vice President, Client Success & Insights to partner with executive leadership, translate client data into strategy, and drive continuous improvement across onboarding, service delivery, reporting, and retention.

This role focuses on building dashboards, KPI tracking, and leading cross‑functional initiatives with Client Services, Operations, Sales, Finance, Technology, and Leadership to deliver measurable results—based in Rolling Meadows, IL.

Qualifications

• Requires a University Degree or equivalent experience and minimum 10 years prior relevant experience.
• 10+ years of experience in client success, customer experience, consulting, business transformation, strategy, operations, or business performance leadership.
• Experience developing KPIs, dashboards, executive reporting, and performance measurement frameworks.
• Experience leading cross-functional initiatives and influencing stakeholders without direct authority.
• Insurance, claims, risk management, or financial services experience is helpful but not required.

Responsabilités

• Evaluate the end-to-end client experience across onboarding, implementation, service delivery, reporting, billing, and ongoing account support.
• Partner with client-facing teams to identify pain points, service gaps, and opportunities to improve the overall client experience.
• Develop and promote client experience best practices across the organization.
• Leverage Voice of Customer feedback, retention trends, satisfaction scores, and client insights to identify opportunities for improvement.
• Support initiatives that improve client retention, engagement, advocacy, and overall satisfaction.
• Partner with leadership teams to evaluate business performance and identify key drivers of client retention, growth, and operational effectiveness.
• Establish dashboards, reporting frameworks, and performance reviews that support executive decision-making.
• Translate complex data into actionable recommendations for leadership.
• Lead initiatives aimed at improving the client experience and overall business performance.
• Conduct business diagnostics and identify opportunities to improve processes, workflows, and organizational effectiveness.
• Develop recommendations, business cases, and implementation plans for improvement initiatives.
• Monitor outcomes and ensure initiatives deliver measurable results.
• Partner across Client Services, Operations, Sales, Finance, Technology, and Executive Leadership to drive alignment and execution.

Connaissances

Strategic Thinking

Analytical Problem Solving

Process Design

Cross-Functional Collaboration

Communication

Formation

University Degree or equivalent experience

Description du poste

Gallagher Bassett is seeking a Vice President, Client Success & Insights to partner with executive leadership, translate client data into strategy, and drive continuous improvement across onboarding, service delivery, reporting, and retention.

This role focuses on building dashboards, KPI tracking, and leading cross‑functional initiatives with Client Services, Operations, Sales, Finance, Technology, and Leadership to deliver measurable results—based in Rolling Meadows, IL.