MLC Life bolster consumer focus

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MLC Life Insurance has bolstered its focus on customers with the appointment of former KPMG UK partner, Louise Portelli, to the newly created role of chief customer experience officer.

Portelli would officially join the life insurer in March with the main responsibility of creating exceptional customer experiences across the business’ group and retail channels, and report directly to chief executive officer, David Hackett.

The new addition would bring over 15 years’ experience in leading transformational change in financial services, most recently leading KPMG’s insurance customer transformation practice in the UK and prior to that was the business transformation director at Legal & General.

Hackett said Nippon Life’s significant investment in the life insurer has allowed them to deliver great experience for their customers, and Portelli’s extensive experience in customer transformation would be instrumental in bringing innovative products to market.

The insurer also boosted its technology credentials with the appointment of technology sector-veteran, Jacqueline Korhonen, as non-executive director of its board.

Korhonen had over 30 years’ experience in the tech sector, most recently as Asia-Pacific vice president of cognitive process transformation services with IBM, and prior to that, chief executive officer of Infosys Australia.

MLC Life Insurance chairman, Peter Grey, said attracting people of Korhonen’s calibre would enhance the firm’s leadership in service of its customers.

The appointments followed a number of hires for the life insurer in 2018, with Sarv Gim joining as chief innovation and transformation officer and the appointment of a new chief information officer, general manager of data and analytics and general manager of sourcing and partnerships.

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