Media release
14 April 2021
Fidelity Life’s customer-led transformation is marching boldly ahead, with the life insurer adding customer service responsibilities to its Chief Distribution Officer (CDO) role, and renaming it Chief Sales & Service Officer (CSSO).
The change sees the role expanding to take on the application, renewal and service components of the customer journey, in addition to its traditional focus on relationships with advisers and other distribution partners.
Fidelity Life Chief Executive Officer Melissa Cantell says with the CDO role currently vacant, there was a clear opportunity to review the role’s scope to ensure alignment with Fidelity Life’s transformation plans.
“The expansion of the CDO role, combined with the other Executive team changes we’re making, are all about evolving our ways of working to align with our customer-led transformation.
“The change to a CSSO will create one team focused on meeting our customers’ needs by delivering good customer outcomes and a great customer experience through every step of the customer journey, whilst contributing to the ongoing evolution of our adviser proposition at the same time.”
Fidelity Life’s underwriting, new business and claims teams will remain reporting to Kath Johnson, who’s now Chief Insurance Officer and focused on delivering excellence at the key life insurance customer moments of truth.
Another change has seen the creation of a new Chief Operating Officer to accelerate Fidelity Life’s transformation. This role will be accountable for the agile operation and effective performance of the company, and for the continued development of a high performance culture to enable its transformation.
“These changes will enable us to transform more quickly and sustainably, keep evolving our adviser proposition and reflect our aspiration to be truly customer-led,” says Melissa.
Recruitment for the Chief Sales & Service Officer and Chief Operating Officer roles – both reporting to Melissa - will commence shortly.
Head of Professional Development Trecia Brown remains acting CDO until Chief Sales & Service Officer recruitment is completed, following Adrian Riminton’s move to Chief Risk Officer earlier this month.
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