Vice President, Client Success and Insights

About the job

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

The Vice President, Client Success & Insights is responsible for helping Gallagher Bassett improve how clients experience the organization while leveraging data, insights, and business intelligence to drive decision-making and continuous improvement.

This role sits at the intersection of client experience, business performance, and strategic execution. The individual will partner closely with executive leadership to identify trends, evaluate client outcomes, and recommend initiatives that improve satisfaction, retention, operational effectiveness, and long-term growth.

How you'll make an impact

Client Success & Experience Leadership

• 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.

Business Insights & Performance Leadership

• 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.

Strategic Initiatives & Continuous Improvement

• 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.

About You

Required:

• Requires a University Degree or equivalent experience and minimum 10 years prior relevant experience.

Preferred:

• 10+ years of experience in client success, customer experience, consulting, business transformation, strategy, operations, or business performance leadership.
• Experience improving end-to-end client or customer experiences.
• 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.
• Experience conducting business diagnostics, process improvement efforts, or customer journey assessments.
• Consulting, Chief of Staff, strategy, customer experience, or client success leadership experience preferred.
• Insurance, claims, risk management, or financial services experience is helpful but not required.

Skills:

• Strategic Thinking: Ability to connect operational priorities to broader business objectives, establish clear goals, and drive execution across complex organizations.
• Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and implement effective solutions.
• Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, scalability, and operational excellence.
• Cross-Functional Collaboration: Proven ability to build alignment, influence stakeholders, and drive execution across multiple teams and functions.
• Communication: Ability to develop and deliver executive-level updates, facilitate decision-making, and build consensus across the organization.

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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. 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)