My path to insurance was very non-linear – but very fun, intellectually stimulating and rewarding. I am always saying that I’ve fallen into Insurance – but also quickly fell in love with it.

My current role is Global Marketing and Customer Experience Lead at Allianz Global Corporate and Specialty. As part of the wider Global Distribution team, I am responsible for the development and implementation of global initiatives focused on Customer Centricity – I strongly believe that in a highly competitive commercial insurance market providing outstanding customer experience across the whole customer journey is one of the biggest opportunities for differentiation. I am incredibly lucky to be working closely with all key functions across the business – Underwriting, Claims, Multinational, Risk Consulting, and others – to ensure that AGCS is not only providing excellent experience at all key touchpoints, but is also communicating our value proposition to the market in a clear, consistent way – helping AGCS become the insurer of choice for our valuable clients and broker partners.

Prior to AGCS, I’ve spent 4 years at AIG, initially looking after Primary Research activities in the UK, US and EMEA – and then helping set up a Global Customer Experience function, which was an amazing and truly rewarding experience. Collaborating with colleagues from more than 25 countries, I was responsible for the activation of the Voice of the Customer program, which enabled AIG to collect transactional feedback from customers via a SaaS platform that combined qualitative and quantitative data and used Machine Learning and Verbatim Analysis capabilities to identify key themes and opportunities for improvement across a global customer base.

After completing my Master’s, I’ve spent a number of years working for a boutique Oil and Gas consultancy, focusing on Midstream and Downstream sectors – covering research, analytics and, later, business development. These years were full of amazing learning opportunities – and mind-blowing trips to the Siberian oilfields and the Yamal Peninsula.

I was educated at the National Research University – Higher School of Economics, University of Lincoln and the London School of Economics and Political Science and have a BSc and MSc in Marketing with High Distinction. I am also a member of the Customer Experience Professionals Association (CXPA) and a Certified PRINCE2 Practitioner.

I am an avid traveler and a big fan of non-traditional routes – in 2019, I completed a Saharan Trekking Challenge, completing a 100km trek in Morocco over 3 days – and this was, quite possibly, the biggest mental challenge I had to deal with! I also have a (rather bizarre) annual tradition of climbing El Teide in the Canary Islands – which gives me a great sense of achievement, and a great dose of dopamine. What’s next on the list? Svaldbard, as the Artic nature never ceases to amaze me. Updates to follow!