Product Owner - Claim Intake Modernization

IntroductionAt 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. OverviewGallagher 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.You will lead the design and delivery of:Conversational, AI-driven intake experiencesIntelligent triage and assignment enginesUnified, scalable intake platform across channelsWhat Makes This Role DifferentThis is not a traditional BA or support-heavy SME role. We are looking for someone who can:Own the product end-to-end, not just document requirementsTranslate complexity into scalable product capabilitiesDrive modernization initiatives, not just maintain systemsHow you'll make an impactProduct Ownership & VisionOwn the product vision, roadmap, and delivery for claim intakeDrive transformation from manual intake → AI-powered, conversational experienceDefine success metrics (cycle time, accuracy, automation, experience)Intake ModernizationLead design and delivery of:Conversational intake (LLM/NLP-driven)Omnichannel reporting (chat, web, phone, integrations)AI-based:Data capture and validationSeverity detectionIntelligent triage and assignmentDeep System & Data OwnershipServe as functional + technical SME across intake systems and data flowsOwn understanding of:Intake data structures and logicWorkflow orchestration and integrationsDownstream system dependenciesTranslate business needs into scalable, system-aware solutionsProduct Backlog & Agile ExecutionOwn backlog, prioritization, and sprint executionWrite user stories, acceptance criteria, and functional specificationsProvide real-time direction to development teamsDemo and accept delivered workRequirements, UX & Process DesignLead workshops to gather and refine requirementsDesign:Current-state and future-state intake workflowsConversational UX flowsStandard vs. client-specific intake modelsCreate mockups and guide experience designVendor Product Ownership & IntegrationAct as primary product owner across vendor platformsAlign vendor roadmaps to GB intake strategyManage delivery timelines, SLAs, and escalationsEnsure seamless integration across systems and vendorsDelivery, Deployment & Release LeadershipCoordinate deployments and releases end-to-endLead:UAT cycles and go/no-go decisionsRelease readiness and communicationEnsure delivery timelines are metStakeholder Leadership & CommunicationAct as the bridge between business, operations, and technologyTranslate technical complexity into clear business impactDrive alignment across competing prioritiesLead status, prioritization, and roadmap discussionsProduction Ownership & Support OversightOwn product performance in productionOversee issue triage, root cause analysis, and resolutionEnsure stability while enabling innovationAbout YouRequired: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 experienceExperience with:AI/ML, NLP, or conversational interfacesWorkflow automation / decisioning systemsOmnichannel digital productsTrue 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 scratchSuccess Metrics:Reduction in intake time and manual effortIncreased digital and conversational intake adoptionAccuracy and completeness of intake dataSpeed and effectiveness of triage and assignmentMeasurable impact on claim outcomes#LI-HL1Compensation and benefitsAt Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.Competitive compensationComprehensive 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. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)