VP, Client Success & Insights — Strategic, Data-Driven Leader

Gallagher Bassett; Rolling Meadows (IL); On-site; USD 180,000 - 240,000; Full time

Benefits offered by this job

Competitive compensation

Comprehensive benefits programs

Career development opportunities

People-first culture

Global reach with local impact

Job summary

Gallagher Bassett is seeking a highly experienced VP, Client Success & Insights to lead client experience and data-driven decision-making across onboarding, service delivery, and ongoing account management. You will partner with executive leadership to translate insights into strategic actions that improve retention, satisfaction, and growth.

The role emphasizes development of dashboards, performance measures, and cross-functional collaboration to drive operational excellence and long-term

Qualifications

• Requires a University Degree or equivalent experience and minimum 10 years prior relevant experience.
• Strong analytical and problem-solving skills with the ability to translate insights into action.
• 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.

Responsibilities

• 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.

Skills

Strategic Thinking

Analytical Problem Solving

Process Design and Improvement

Cross-Functional Collaboration

Communication

Education

Bachelor's degree or equivalent experience

Job description

Gallagher Bassett is seeking a highly experienced VP, Client Success & Insights to lead client experience and data-driven decision-making across onboarding, service delivery, and ongoing account management. You will partner with executive leadership to translate insights into strategic actions that improve retention, satisfaction, and growth.

The role emphasizes development of dashboards, performance measures, and cross-functional collaboration to drive operational excellence and long-term