Vice President, Client Success and Insights

Gallagher•Rolling Meadows, IL

About The Position

The Vice President, Client Success & Insights is responsible for improving how clients experience Gallagher Bassett and using data, insights, and business intelligence to guide decision-making and continuous improvement. The role sits at the intersection of client experience, business performance, and strategic execution, partnering closely with executive leadership to identify trends, evaluate client outcomes, and recommend initiatives that improve satisfaction, retention, operational effectiveness, and long-term growth. The position leads efforts to evaluate and improve the end-to-end client experience, including onboarding, implementation, service delivery, reporting, billing, and ongoing account support. It also works with leadership to assess business performance, build dashboards and reporting frameworks, translate data into actionable recommendations, and lead measurable improvement initiatives across functions. The role requires a university degree or equivalent experience and at least 10 years of prior relevant experience. Preferred experience includes client success, customer experience, consulting, business transformation, strategy, operations, or business performance leadership. Insurance, claims, risk management, or financial services experience is helpful but not required.

Requirements

University degree or equivalent experience.
Minimum 10 years of prior relevant experience.
Strong analytical and problem-solving skills, including the ability to evaluate complex situations, identify root causes, and translate insights into action.
Ability to connect operational priorities to broader business objectives, establish clear goals, and drive execution across complex organizations.
Experience improving and streamlining processes to drive efficiency, consistency, scalability, and operational excellence.
Proven ability to build alignment, influence stakeholders, and drive execution across multiple teams and functions.
Ability to develop and deliver executive-level updates, facilitate decision-making, and build organizational consensus.

Nice To Haves

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.
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.
Insurance, claims, risk management, or financial services experience is helpful but not required.

Responsibilities

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 client experience.
Develop and promote client experience best practices across the organization.
Use Voice of Customer feedback, retention trends, satisfaction scores, and client insights to identify improvement opportunities.
Support initiatives to improve client retention, engagement, advocacy, and satisfaction.
Partner with leadership teams to evaluate business performance and identify drivers of client retention, growth, and operational effectiveness.
Establish dashboards, reporting frameworks, and performance reviews to support executive decision-making.
Translate complex data into actionable recommendations for leadership.
Lead initiatives to improve 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.