TAL has announced the appointment of Alexis Denby as Chief Customer and Health Officer, effective from October.
The company says the appointment reflects its continued focus on strengthening the connection between customer experience, health outcomes and community confidence.
Denby will lead TAL’s Customer and Health strategy “…bringing together customer advocacy, health engagement, customer experience, brand and community engagement, with a focus on delivering better outcomes for TAL’s customers and partners.”
TAL says the role positions it as an advocate with government, regulators and key community stakeholders to shape policy and the environment in which TAL’s customers live, claim and recover.
As chief customer advocate, Denby will lead efforts to ensure customer perspectives continue to shape TAL’s products, services and decision-making.
“She will lead engagement with consumer groups, mental health organisations, government and industry bodies – including the Council of Australian Life Insurers and TAL’s mental health action and consumer consultation groups – to advance better health, recovery and financial outcomes across the community.”
…a key focus will be TAL’s response to the rising community impact of mental ill health…
The insurer says a key focus will be its response to the rising community impact of mental ill health “…and evolving the support the life insurer provides beyond paying claims, from prevention to recovery.”
TAL says that through a career spanning more than 20 years, Denby has built a reputation for championing customer needs, challenging conventional thinking and driving meaningful change.
Since joining TAL in 2014, she has held a number of leadership positions across customer strategy, digital transformation, brand, partnerships and growth. Most recently she was General Manager Consumer and Growth.
“She has played a significant role in evolving TAL’s customer propositions and experiences, building better understanding, engagement and support of Australians throughout their life insurance journey. Her work has helped make protection more accessible and relevant to more Australians,” TAL states.
TAL Group CEO and Managing Director Fiona Macgregor says Denby’s appointment “…reflects both the depth of leadership talent within our business and the importance of customer and health outcomes to TAL’s future.”
Macgregor notes Denby is a respected leader who combines deep customer insight, commercial acumen and a genuine passion for improving outcomes for customers and their families. She welcomed Denby to the role and to TAL’s Executive Team.
Denby says that “…like so many in this industry, I have experienced firsthand the impact protection can have on families, and this motivates me every day.”
Prior to TAL, she held senior sales, marketing and digital roles with GE Capital and Telstra.
