IT Customer Engagement Leader

About the Role

Great American Insurance Group's enterprise P&C IT organization seeks an IT Customer Engagement Lead to serve as a strategic partner and build trust relationships with business customers, understand their needs, and define technology strategy and operating models.

• Customer Relationship Management – Helps blur the lines between business and technology.
• Establishes the appropriate IT/Business engagement model and corresponding set of IT services aligned to a division’s business model.
• Acts as a mini CIO for assigned groups.
• Develops relationships with key business stakeholders to understand their strategies, needs, and challenges.
• Gathers information on business and technology objectives for business units, identifies customer needs, and creates a shared technology plan to support business outcomes.
• Ensures the customer is positioned best on technology and data to support current and future needs.
• Technology Strategy – Influences and provides options for the BU to win with technology and data.
• Collects and communicates market research on insurance and technology trends relevant to business customers.
• Participates in business strategy conversations to define opportunities/ options to leverage technology and data to run, transform, or grow businesses.
• Drives conversations with customers to define and influence the business capabilities, digital experiences, and new ways of working to enable business objectives.
• Develops a multi‑year BU technology strategy and investment roadmap to address strategic outcomes and drive customer success.
• Defines the target IT operating model and specific business‑unit technology strategies and transformation for digital, automation, data, analytics, and application modernization.
• Drives the business case for change and portfolio of initiatives and technology investments aligned to business priorities.
• Delivery Execution & Support – Advocates for the BU and ensures no surprises.
• Ensures customer needs are understood by each department from strategy to execution and identifies the right IT teams/resources to involve.
• Collaborates with internal IT teams to identify options that leverage technology and data to enable business drivers for a division around ease of doing business, new revenue, operational efficiencies, and improved decision making.
• Partners with IT Delivery Managers, Enterprise Architects, and business stakeholders to develop the “One Team” delivery model playbook for success, including CSAT outcomes, team structure, roles, etc. across all initiatives for a particular business unit.
• Serves as a point of escalation to manage risks and concerns for the customer across all portfolio work for the business unit.
• Partners with business and technical teams to gather feedback on the health of the relationship and quality of delivery of IT services.
• Drives strategies and recommendations to drive adoption and continuous improvement opportunities for IT applications and assets.

• Minimum of 15 years of related experience.
• Prior experience within the P&C industry with deep knowledge of insurance functions across the value chain.
• Strong technology expertise in digital, automation, application modernization, data, analytics, etc.
• Proven ability to build relationships, manage stakeholder expectations, and create win‑win partnerships from strategy to execution.
• Consulting or facilitation experience in business and technology strategy.
• Ability to see the big picture, influence change, energize teams, and foster buy‑in at all levels.
• Experience navigating organizations and driving alignment and urgency across cross‑functional teams.
• Experience driving business transformation and organizational change.
• Experience leading complex and large‑scale technology initiatives and engagements.
• Genuine curiosity and passion for technology trends and applying them to business.
• Exceptional communication skills: verbal, written, listening across all levels.
• Strong problem‑solving and results orientation – takes ownership, sees tasks through to completion, and handles complex, ambiguous situations.
• Bachelor’s or advanced degree preferred.

We offer competitive benefits packages for full‑time and part‑time employees. Full‑time employees have access to medical, dental, and vision coverage, wellness plans, parental leave, adoption assistance, and tuition reimbursement. Full‑time and eligible part‑time employees also enjoy paid time off, paid holidays, a 401(k) plan with company match, an employee stock purchase plan, and commuter benefits. Compensation varies by role, level, and location and is influenced by skills, experience, and business needs.