Introduction Indulge your passion for problem-solving and embrace the thrill of addressing risk head-on at Gallagher's global brokerage team. Join a family of diverse minds, united by a relentless pursuit of excellence. As part of our team, you'll be the architect of protection, safeguarding businesses and empowering their ambitions. Together, we'll build a legacy of trust and triumph in the dynamic world of risk management. We believe that every candidate brings something special to the table, including you! So, even if you feel that you’re close but not an exact match, we encourage you to apply. Overview We are seeking a dynamic and visionary Director of Customer Experience to lead our efforts in transforming and enhancing the customer journey across our Small Business and Personal Lines divisions. This pivotal role will focus on documenting existing customer journeys, evaluating them for improvement, and driving a consistent, best-in-class experience across Sales and Service. The ideal candidate will possess a deep understanding of customer experience strategies and a passion for delivering exceptional service. How you'll make an impact As the Director of Customer Experience, you will have the opportunity to shape the future of our customer interactions and make a meaningful impact on our business by: Analyzing existing customer journeys across Small Business and Personal Lines to identify areas for improvement and innovation. Working closely with Sales, Service, Marketing, and Operations teams to ensure a seamless and consistent customer experience across all channels. Developing and implementing customer experience strategies that improve customer satisfaction, loyalty, and retention. Establishing and monitoring key performance indicators (KPIs) to measure the effectiveness of customer experience initiatives and drive continuous improvement. Championing the voice of the customer within the organization, using feedback and insights to inform decision-making and motivate change. Staying abreast of industry trends and best practices in customer experience to ensure Gallagher remains at the forefront of delivering exceptional service. About You Required: Bachelor's degree in Business, Marketing, or a related field; MBA or advanced degree preferred. Proven experience in a customer experience leadership role, preferably within the insurance or financial services industry. Strong analytical skills with the ability to interpret data and translate insights into actionable strategies. Excellent communication and interpersonal skills, with the ability to influence and collaborate with stakeholders at all levels. Proven success in driving customer-centric initiatives and achieving measurable results. Passion for innovation and a commitment to delivering a best-in-class customer experience #LI-CS1 Compensation and benefits On top of a competitive salary, great teams and exciting career opportunities, we also offer a wide range of benefits. Below are the minimum core benefits you’ll get, depending on your job level these benefits may improve: 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 Other benefits include: 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 And more... We value inclusion and diversity Click Here to review our U.S. Eligibility Requirements and Pay Disclosure Statement Inclusion and diversity (I&D) is a core part of our business, and it’s embedded into the fabric of our organization. For more than 95 years, Gallagher has led with a commitment to sustainability and to support the communities where we live and work. Gallagher embraces our employees’ diverse identities, experiences and talents, allowing us to better serve our clients and communities. We see inclusion as a conscious commitment and diversity as a vital strength. By embracing diversity in all its forms, we live out The Gallagher Way to its fullest. Gallagher believes that all persons are entitled to equal employment opportunity and prohibits any form of discrimination by its managers, employees, vendors or customers based on race, color, religion, creed, gender (including pregnancy status), sexual orientation, gender identity (which includes transgender and other gender non-conforming individuals), gender expression, hair expression, marital status, parental status, age, national origin, ancestry, disability, medical condition, genetic information, veteran or military status, citizenship status, or any other characteristic protected (herein referred to as “protected characteristics”) by applicable federal, state, or local laws. Equal employment opportunity will be extended in all aspects of the employer-employee relationship, including, but not limited to, recruitment, hiring, training, promotion, transfer, demotion, compensation, benefits, layoff, and termination. In addition, Gallagher will make reasonable accommodations to known physical or mental limitations of an otherwise qualified person with a disability, unless the accommodation would impose an undue hardship on the operation of our business.