Job Description

Introduction

Welcome to Gallagher - a global leader in insurance, risk management, and consulting services. With a growing team of more than 52,000 professionals worldwide, we empower businesses, communities, and individuals to thrive. At Gallagher, you can build a career whether it's with our brokerage division, our benefits and HR consulting division, or our corporate team. Experience The Gallagher Way, a culture fueled by shared values and a collective passion for excellence. Join one of our dynamic teams, where you'll play a pivotal role in shaping Gallagher's future and unlocking unparalleled opportunities for both clients and yourself.

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

As Client Experience Specialist, this individual contributor will report to the Director of Client Experience in the GGB-US Retail Select division - Small Business and Personal Lines. Key responsibilities include assisting on various projects and initiatives related to Customer Experience (CX) such as Voice of Customer survey design, implementation, feedback collection, response data analysis, insights visualization, and report generation. Other projects include data analysis, pilot support and insights generation for Gallagher Go, a digital self-service web portal for Gallagher commercial and personal lines clients. There are other similar projects that require a solid background and skill set in customer experience survey design, data analysis, insights visualization and report generation.

How you'll make an impact

Data extraction and analysis skills from databases/tools such as EPIC, Salesforce, Oracle, etc.
Intermediate to Advanced Excel skills - lists, arrays, functions, lookups, pivot tables, charts
Intermediate PPT skills - able to create PPT slides with data/insights under some direction
Advanced data and insights visualization skills - Power BI preferred
Experience with surveys and survey tools (e.g., Qualtrics, Medallia, Survey Monkey) is required
Good communication, project management, work quality, and time management skills
Ability to work independently with minimal supervision, and is proactive in getting work done
Excellent analytical and problem-solving skills/critical thinking.
Demonstrated ability to prioritize and manage multiple tasks simultaneously. Ability to work at a fast pace and scope with strict deadlines, while delivering quality work.

About you

Prior experience working as a Customer Experience Analyst/Manager at a mid-to-large multinational corporation for at least 1 - 2 years
Advanced survey design and analysis skills using Qualtrics
Basic proficiency in the following applications: Genesys, Salesforce, other CRM tools
Insurance industry work experience is a plus (preferred), but not required for this role.
Prior consulting experience is also a plus, but not required for this role.
Ability to explore and apply AI tools to elevate reporting and operational efficiency.