Jill leads the Customer Futures team within IAG’s
Customer Labs division, reporting to the Chief Customer Officer. She previously led major change projects as
Program Director role for the Customer and Product & General Manager,
Customer and Marketing for Personal Insurance.
Jill has enjoyed a lengthy career in Financial Services, firstly in Financial Markets in London (CSFB, Kleinwort Benson) followed by 17 years with Westpac/Bank of Melbourne in Sydney and Melbourne with roles as diverse as Head of Commercial Banking, Head of Business Banking Strategy, National Manager, Call Centre Strategy and Operations, Head of Virgin Credit (JV) Card customer delivery and General Manager, Branch Banking NSW.
Building deep customer understanding and empathy is key, along with a clear understanding of the intended experience organisations are aiming to deliver and the creation of the cultures which support that delivery - and its people to thrive.