Captive Experience Leader

Introduction

At Gallagher Bassett, we're there when it matters most because helping people through challenging moments is more than just our job, it’s our purpose. Every day, we help clients navigate complexity, support recovery, and deliver outcomes that make a real difference in people’s lives. It takes empathy, precision, and a strong sense of partnership—and that’s exactly what you’ll find here. We’re a team of fast-paced fixers, empathetic experts, and outcomes drivers — people who care deeply about doing the right thing and doing it well. Whether you're managing claims, supporting clients, or improving processes, you’ll play a vital role in helping businesses and individuals move forward with confidence. Here, you’ll be supported by a culture that values teamwork, encourages curiosity, and celebrates the impact of your work. Because when you’re here, you’re part of something bigger. You’re part of a team that shows up, stands together, and leads with purpose.

Overview

This role serves as the single point of ownership for all captive escalations and complaints. The Leader will be the primary client‑facing leader for captive members, brokers, and stakeholders, ensuring every issue is acknowledged, navigated, resolved, and closed with discipline and professionalism. The Leader will run a team of Captive Experience Specialists.

This role is not administrative. It is a high‑judgment, service‑driven leadership role designed to protect relationships, drive accountability, and convert escalations into systemic improvement.

How You'll Make An Impact

• Own all captive escalations and complaints from intake through final resolution and closure
• Oversee a team of Captive Experience Specialists
• Serve as the only client‑facing role for escalations (members/brokers/captives)
• Set clear response expectations (“request received / response by X date”)
• Navigate claims, RMs, supervisors, Quality, and Operations to secure timely responses
• Escalate non‑responsiveness and step in to remove delays or blockers when work gets stuck
• Conduct structured root cause analysis to identify repeat drivers
• Translate escalation insights into remediation, coaching, and training needs
• Identify risk patterns and emerging escalation trends
• Partner with QPG, Claims, and Operations to dirve corrective actions and confirm remediation is effectively implemented and sustained.

About You

REQUIRED QUALIFICATIONS:

• High school diploma
• Workers Comp claims handling and lead experience
• Seeking strong captive and formal leadership experience
• 9 or more years of workers compensation claims experience
• Knowledge of accepted industry standards and practices
• Computer experience with related claims and business software

DESIRED:

• Bachelor's Degree
• Previous auditing experience and strong process management skills
• Intense pivoting, someone that thrives at organization
• Client service leader with claims and captive background

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Compensation And Benefits

At Gallagher, we believe supporting our colleagues goes far beyond the role itself. For more information, visit our Benefits page.

• Competitive compensation
• Comprehensive benefits programs designed to support your well-being
• Career development opportunities and ongoing learning
• A collaborative, people-first culture with accessible leadership
• The opportunity to do meaningful work with global reach and local impact

At Gallagher, we are dedicated to building an inclusive and authentic workplace. If your past experience doesn’t align perfectly, we encourage you to join our Talent Community to stay connected to additional career opportunities. At times, we will consider transferable skills from previous roles.

Gallagher is an affirmative action/equal opportunity employer (Minorities/Females/Veterans/Disabled)