Vice President, Client Experience and Operations

Gallagher•Rolling Meadows, IL

About The Position

Gallagher Bassett is seeking a strategic and execution-focused leader to join as Vice President, Client Experience and Operations. This role is responsible for owning the client experience and leading core client support functions that enable client delivery, while working closely across business units to ensure a consistent, efficient, and high-quality service experience. The position sits at the intersection of strategy and execution, and entails leading initiatives that improve performance, strengthen client outcomes, and ensure the organization operates efficiently at scale.

Requirements

Bachelor’s degree and 10+ years of experience in consulting, operations, or transformation roles, with end-to-end ownership of workstreams from diagnosis through implementation.
Experience leading teams and delivering results in a cross-functional, matrixed environment.
Comfortable using metrics to manage performance (e.g., service levels, cycle time, quality) and to prioritize improvements.
Strategic Thinking: Ability to think strategically and connect operational priorities to broader business and client experience goals. Proficiency with setting the agenda and goals and driving execution.
Analytical Problem Solving: Strong analytical skills with the ability to evaluate complex situations, identify root causes, and drive solutions
Process Design and Improvement: Experience improving and streamlining processes to drive efficiency, consistency, and service excellence
Cross-Functional Collaboration: Proven ability to work effectively across teams and stakeholders, building alignment and driving execution
Communication: Ability to develop and deliver executive level updates and build consensus across the organization

Nice To Haves

Experience in a Chief of Staff, operations support, process improvement, or client/customer experience role.
Insurance or claims experience is helpful but not required.

Responsibilities

Lead client support functions, including new business implementation and onboarding, client set-up, and ongoing support teams; set priorities, capacity plans, and service levels and quality standards.
Own and drive the overall client experience journey; review current processes and internal workflows; identify the main sources of delay, rework, and service variation; implement fixes.
Work with Sales, Client Services, and segment leaders to align on priorities and service expectations, and drive service excellence.
Own the client delivery operating model (roles, handoffs, SLAs, governance) and drive improvements and efficiencies as the business evolves.
Define and track operational and client KPIs; use data to manage performance and support decisions on staffing, process changes, and investments.
Prepare monthly business segment performance reports and facilitate business reviews that result in clear decisions and actions; support business segments with achieving sales, client retention, and profitability goals.
Build working relationships across Sales, Client Services, Operations, IT, and Finance to ensure alignment, accountability, and coordinated delivery.
Provide leadership through ongoing coaching, mentorship, and talent development, strengthening team capability and supporting long-term organizational needs.
Foster a high-performing environment that values collaboration, accountability, and inclusion, while promoting diverse perspectives and continuous improvement across teams.

Benefits

Medical/dental/vision plans, which start from day one!
Life and accident insurance
401(K) and Roth options
Tax-advantaged accounts (HSA, FSA)
Educational expense reimbursement
Paid parental leave
Digital mental health services (Talkspace)
Flexible work hours (availability varies by office and job function)
Training programs
Gallagher Thrive program – elevating your health through challenges, workshops and digital fitness programs for your overall wellbeing
Charitable matching gift program