Seaforth, New South Wales, Australia
I have a broad range of experience spanning the General Insurance value chain - including supply chain management, product development, innovation management, strategy development, CVP design & execution, and strategic partnership management. This is complemented by my formal education, including a Bachelor's degree in Business from The University of Technology, Sydney, and an MBA from The University of Sydney. I have a proven ability to ingest multiple sources of information, inspire creative thinking, frame strategic arguments, and drive pragmatic execution. This is evidenced by the tangible outcomes I've delivered in my career to date - including the launch of new products to market, large-scale growth for Australia's most trusted insurance brand, delivery of lasting organisational capabilities, and numerous customer-driven experience enhancements across multiple touchpoints of the customer journey. In doing this, I've had regular exposure to senior executive, directly managed up to eight direct reports, and led multiple cross-functional programs of work with significant investment and reach. I am passionate about the future of our insurance industry, love learning, and look forward to continuing to drive customer-led change with tangible commercial outcomes.
Management consultant focused on a broad range of problem spaces in the insurance sector, including strategy development, operating model diagnostic and redesign, customer growth & experience design, claims & supply chain management, and transformation program design and execution. Responsible for co-leading the practice’s opportunity pipeline and solutions in the insurance sector, developing and winning new business opportunities, collaborating across the EY global network of insurance professionals and ecosystem partners (e.g., Guidewire, Microsoft), and leading the implementation of client projects. Successfully led the delivery of numerous client engagements, including: o Growth strategy and implementation plan (major general insurer): defined value pools, segment-specific value propositions, GTM strategy, key operating model capabilities and business case / roadmap. o Claims strategy and operating model design (major life insurer): diagnostic of the current strategy & recent business performance, global leading practice scan, future state customer experience & operating model design, and business case / roadmap to bring the strategy to life. o Independent Review on end-to-end claims value chain (major general insurer): analysed the end-to-end claims experience and operating model, and its ability to respond to surges in demand. Developed a robust, issues-based analysis linked to clear recommendations and work programs. o Supply chain pricing model design (major general insurer): designed a new claims pricing model, involving direct engagement with key suppliers & industry bodies, investigation of local market trends & regulations, and rigorous financial analysis to test various model options and the impact on claims costs and portfolio strategy.
Reporting to the GM of the Customer Loyalty Program (CLP), leading the design and execution of the loyalty CVP, a partnership strategy, and a commercial model for the overall program. Due to a number of regulatory and customer-related challenges, IAG recently prioritised investment in a new way of engaging and rewarding its customers across all brands in the group. The team is building a digital-first loyalty program with the aspiration to engage >5M customers, underpinned by a data-driven customer strategy, compelling CVP, and a commercial model that drives incremental economic value. Working with a range of cross-functional stakeholders under the agile methodology to deliver new features and offers to market. This role requires a detailed understanding of customer needs and a digital-first mindset, with the ultimate goal of building a transformative customer value proposition.
Reporting to the GM of NRMA/RACV, led the design and execution of the GTM strategy and CVP for NRMA Insurance, SGIO and SGIC across all GI product lines; and managed IAG’s strategic partnership with The NRMA Motoring & Services. Led a team of 8 strategy, customer, and partnership professionals to develop an insight-driven strategy, CVP and business plan, and drive customer-led change across the insurance value chain for >3M customers. Key activities included value pool analysis, constructing and delivering go-to-market plans to drive profitable customer growth, co-designing a partnership strategy, and delivering new digital product features. As part of this role, I led a large-scale growth program that delivered significant volume growth for NRMA Insurance - Australia's most trusted insurance brand. This involved leading cross-functional efforts, ensuring all key growth levers are working in unison to deliver the desired outcomes (e.g., including marketing, product, pricing, etc.).
Senior leadership position in Lifestyle & Growth (L&G), a newly formed division of IAG accountable for the strategy, P&L, and operations for IAG’s niche consumer product lines including life, caravan, and travel. This role was created to drive growth across the division’s existing and historically underperforming products, whilst embracing IAG’s evolving innovation agenda to take new products to market. Managed a team of business development professionals, collaborating with a range of internal and external stakeholders to lead a range of activities including go-to-market planning, new product design and execution, and negotiating partnership agreements.