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Leading with a curiosity mindset
Every successful leader makes a unique imprint on their industry and organization. With over two decades of industry experience under her belt, Jenna Gibbs, senior vice president of strategy and growth at Crawford Global Technical Services (GTS), wants to exemplify curiosity and adaptability as a leader.
“I lean on bringing a curiosity mindset into leadership,” said Gibbs. “My goal is to understand multiple perspectives and blend that with my instincts in an effort to make thoughtful and sound decisions.”
stretch in ways I never would have anticipated,” Gibbs said. “I am grateful for the opportunity to work with so many talented individuals throughout our organization and within the insurance industry.”
Gibbs spent years learning to listen to clients when she was in business development, and she understands their needs.
This foundational experience proved invaluable when she joined Crawford GTS, the large and commercial complex loss-adjusting arm of Crawford & Company, in 2020. There, she had the opportunity to step into a hybrid strategic role that evolved into her current role of driving strategy and growth.
“My intent is to have an eye to the voice of the client, certainly, and then also face that strategic challenge of being able to develop our division to provide the best experience possible for our clients,” Gibbs said. “It’s been a blast.”
In addition to talent development, technology and innovation play a critical role in keeping Crawford GTS competitive. Gibbs highlighted the company’s reputation for embracing digital platforms, data analytics, and AI to enhance customer experience and efficiency.
“Crawford as a whole has a reputation for embracing innovation and technology. There are so many opportunities here,” she said.
Digital platforms, data analytics, and AI offer the opportunity to evolve the customer experience and provide customization. For example, Crawford GTS handles large captive programs requiring extensive data analytics and digital interfaces. Maintaining constant dialogue with clients allows the division to
more readily tailor technological solutions to meet specific needs.
However, Gibbs stressed that digital transformation is an ongoing journey that requires continuous engagement and adaptation.
“You never arrive when it comes to digital transformation; it’s constantly a process. Keeping that dialogue as a cornerstone of where we want to continue to evolve the client relationship is important for us,” she said.
Spotlight
Gibbs has also been able to harness her consultative listening skills internally, contributing to the growth and development of talent at Crawford GTS.
She acknowledged that talent acquisition and retention remain one of the most significant challenges in the industry.
“Without a doubt, I think talent is the biggest challenge in the insurance industry,” said Gibbs. “It continues to loom large.”
For Crawford GTS, accounting for the individual expertise and needs of its adjusting and operational staff is key to creating the best possible outcomes for clients.
“I’m surrounded by talented individuals every day, experts in the loss-adjusting space, and I think what’s really important for us is understanding people’s skills,” said Gibbs. What do they bring to the table?”
Crawford has nearly a century of experience in the global loss-adjusting space, with over 10,000 employees in over 70 countries. We are the largest publicly listed independent provider of claims management and outsourcing solutions globally. The world’s top insurers, brokers, and industry-leading companies trust Crawford’s specialized division, global technical services (GTS), to adjust their most complex commercial accounts and claims. Wherever and whenever losses occur, GTS taps Crawford’s vast network of employees and colleagues to form a customized, rapid-response team with the elite level of experience needed for the most challenging scenarios.
Company Profile
45%
Board representation of minorities and women
58%
Proportion of women across the company
1.6M
Claims handled worldwide
$18B+
Value of claims managed annually
27%
Crawford GTS division team growth
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Years in industry
20
YEARS AT CURRENT COMPANY
4
Career highlight
“The highlight of my career has been pivoting from business development to strategy, operations, and leadership”
Jenna Gibbs
SVP, Strategy & Growth – Crawford Global Technical Services (GTS), Crawford & Company
The claims landscape is becoming increasingly sophisticated. Crawford GTS’ Jenna Gibbs is leaning into this complexity, embracing curiosity in people and innovation to drive growth at the claims management organization
Read on
“I think people are hungry to contribute, and if you’re engaging your team, you’re going to hear that and be able to react quickly when the opportunities are there”
Jenna Gibbs,
Crawford & Company
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Karen Adams
President and CEO at Fundserv
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
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Karen Adams
President and CEO at Fundserv
Career highlight
Before becoming CEO of Fundserv, Karen Adams held a variety of leadership roles around the world – and she learned that listening and understanding are key to both providing service and developing talent
Read on
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How Crawford GTS is embracing technology and digital transformation
Published August 12, 2024
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“You never arrive when it comes to digital transformation; it’s constantly a process”
Jenna Gibbs,
Crawford & Company
More than a decade into her insurance career, Gibbs switched gears from business development to a more expansive role focused on strategy, operations, and leadership. She described this pivot as a fulfilling, game-changing experience.
“It has been a challenge and continues to be. But it has allowed me to
Making a career shift
When recruiting externally, Gibbs said the company looks at the variety of experiences candidates bring rather than a specific, traditional career path. Understanding the most challenging parts of their careers and what they consider failures offer valuable insights.
“This approach helps us build the best roster possible,” she said.
Proactive engagement is also a cornerstone of Gibbs’ approach to talent development. She believes that continuous dialogue with colleagues is essential for recognizing and seizing opportunities for professional growth and cultivating an environment of continuous learning.
“Ensuring that you’re taking the time to make that engagement a priority of your day to day, which can be challenging in a high-pressure claims environment, allows us to be nimble and quick when an opportunity presents itself,” said Gibbs.
This proactive engagement helps create a culture of continuous learning and improvement within her team.
“I think people are hungry to contribute, and if you’re engaging your team, you’re going to hear that and be able to react quickly when the opportunities are there.”
Proactive engagement and fostering a culture of learning
Looking ahead, Gibbs is excited about several emerging trends in the insurance industry. One notable trend is the shift toward more customized insurance policies, which require a deep understanding of each policy and the relationships involved.
“The role of an executive general adjuster includes the management of all the communications with all parties necessary to move an insurance claim to resolution,” she explained.
This complexity necessitates a high level of expertise and coordination, skills that are increasingly important as policies become more sophisticated.
Digital transformation also presents significant opportunities for partnership and collaboration with clients. Gibbs emphasized the importance of staying engaged with clients and stakeholders to ensure they understand the company’s role as a partner in navigating the , changes in the industry.
“We need to make sure that we stay engaged with our clients, that we’re having that dialogue, and that they understand that we’re here as a partner and collaborator,” said Gibbs.
What’s ahead in loss adjusting and claims management?
(2022 to 2023)
2004–2024
2020
2020–present
2023
2004–2024
Consultative and trusted client resource in the insurance industry for over two decades
Transitioned career from business development to strategy/operations/leadership
upon starting with Crawford & Company
2020
Driver and contributor to a significant period of hyper-growth for Crawford GTS, specific to talent acquisition
2020
- present
Achieved CPCC designation (Certified Professional Co-active Coach)
2023
Milestones
2004-2024
2020
2020
2023
2004-2024
Consultative and trusted client resource in the insurance industry for over two decades
Transitioned career from business development to strategy/operations/leadership
upon starting with Crawford & Company
2020
Driver and contributor to a significant period of hyper-growth for Crawford GTS, specific to talent acquisition
2020
–present
Achieved CPCC designation (Certified Professional Co-active Coach)
2023
Milestones
2024-2024
2020
2020–present
2023
2004-2024
Consultative and trusted client resource in the insurance industry for over two decades
Transitioned career from business development to strategy/operations/leadership
upon starting with Crawford & Company
2020
Driver and contributor to a significant period of hyper-growth for Crawford GTS, specific to talent acquisition
2020
-present
Achieved CPCC designation (Certified Professional Co-active Coach)
2023
Milestones