Product Owner – Claim Intake Modernization

Gallagher•Rolling Meadows, IL

About The Position

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, and a unified, scalable intake platform across channels. 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, and drive modernization initiatives, not just maintain systems.

Requirements

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.
Claims, insurance, or intake experience
Experience with AI/ML, NLP, or conversational interfaces
Experience with workflow automation / decisioning systems
Experience with omnichannel digital products
True product mindset (not just requirements gathering)
Strong systems thinker (data + workflow + UX)
Ability to operate in both strategic (vision, roadmap) and tactical (stories, debugging, delivery) capacities
Comfortable in ambiguity and building from scratch

Responsibilities

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)
Lead design and delivery of conversational intake (LLM/NLP-driven)
Lead design and delivery of omnichannel reporting (chat, web, phone, integrations)
Lead design and delivery of AI-based data capture and validation
Lead design and delivery of AI-based severity detection
Lead design and delivery of AI-based intelligent triage and assignment
Serve as functional + technical SME across intake systems and data flows
Own understanding of intake data structures and logic
Own understanding of workflow orchestration and integrations
Own understanding of downstream system dependencies
Translate business needs into scalable, system-aware solutions
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
Lead workshops to gather and refine requirements
Design current-state and future-state intake workflows
Design conversational UX flows
Design standard vs. client-specific intake models
Create mockups and guide experience design
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
Coordinate deployments and releases end-to-end
Lead UAT cycles and go/no-go decisions
Lead release readiness and communication
Ensure delivery timelines are met
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
Own product performance in production
Oversee issue triage, root cause analysis, and resolution
Ensure stability while enabling innovation