Job Title: Chief Customer Officer, Retail Advised Insurance
Company: MLC Life Insurance
Melissa Heyhoe joined NAB and MLC in 2013 and was appointed to her current role in November 2015. She has more than 20 years’ experience in the Financial Services industry and has worked in Melbourne, Sydney, London and Paris. Melissa holds a Bachelor of Commerce, is a qualified Chartered Accountant and also holds multiple post graduate qualifications including in Applied Finance, Investor Relations and Company Directorships. Her work experience includes 10 years with AXA Asia Pacific and prior to joining NAB and MLC she was CFO of AXA’s global life reinsurance business with additional responsibility for large scale projects, financial analysis and implementation of strategy across the life insurance operations of the Global AXA Group. As Chief Customer Officer for Retail Advised Insurance, Melissa has end to end responsibility for MLC Life Insurance for advised customers comprising product strategy, design, pricing, sales, underwriting, new business and retention.
Knowing your customer – why measuring customer effort is key. What does value creating look like in the age of the customer? Supporting strategic business outcomes through CX and emotional connection.
Understanding value of customer engagement programs in strategic acquisitions. Managing a multi-channel initiative through multiple touch points. Incorporate the essence of partner initiatives into the business and prioritising customer experience programs.
CCO Melbourne, April, 2018
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