MLC Life Insurance ramps up customer focus with new role

Louise Portelli will be the new chief customer experience officer, MLC Life Insurance said in a statement.

Her main responsibility will be to create exceptional customer experiences across the business’s group and retail channels that keep pace with customers’ increasing expectations.

Ms Portelli recently led KPMG’s insurance customer transformation practice in the UK, driving customer experience improvement through research, proposition development, new operating models, technology and regulatory change.

Prior to that, she was the business transformation director at Legal & General.

“Attracting talent like Louise, who has an extensive experience in customer transformation, will be instrumental as we seek to better understand our customers’ insurance needs and bring innovative new products to market,” said MLC Life Insurance chief executive David Hackett.

Ms Portelli will officially join the team in March and report directly to Mr Hackett.

Adrian Flores

Adrian Flores is a deputy editor at Momentum Media, focusing mainly on banking, wealth management and financial services. He has also written for Public Accountant, Accountants Daily and The CEO Magazine.

You can contact him on [email protected].