Product Owner, Claim Intake

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.

You will lead the design and delivery of:

• Conversational, AI-driven intake experiences
• Intelligent triage and assignment engines
• Unified, scalable intake platform across channels

What Makes This Role Different

This 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 requirements
• Translate complexity into scalable product capabilities
• Drive modernization initiatives, not just maintain systems

• 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 modelsCreate 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

   

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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

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. 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)