IAG has announced the formalisation of its Customer Advocate function, which the insurance giant says will reinforce its commitment to putting customers at the centre of its decision-making.
Jennifer Cobley and Georgia Whitbread have been appointed internally as executive manager community impact and customer advocate, in a job share arrangement, effective immediately.
IAG says the function will serve as an independent voice for customers within the organisation, maintaining regular engagement with customers and providing clear, transparent reporting to the IAG CEO and Board.
“This helps translate customer insights into meaningful action and reinforce fairness and accountability,” IAG’s website cites.
“Insights gathered through the Customer Advocate function help drive continuous improvements across customer experience, vulnerability support and financial inclusion outcomes, ensuring IAG continues to meet the evolving needs of customers and communities.”