Jill Baptist

Executive General Manager – Customer Futures, IAG

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.

Exchange Day One: Thursday, 21st November 2019

Saturday, November 21st, 2020


Translating customer engagement, VoC and Journey Maps into business results is a challenge for most organisations. The C-Suite and other stakeholders need to understand how CX delivers clear business results in order to prioritise and invest in the CX Strategy. In this presentation you will learn how to:

Learn how to how to build and communicate a CX Value Story so your organisation, and each key stakeholder, understands the value of delivering a great customer and employee experience. In this presentation hear how to:

  • Define the best CX measures, metrics and business value for your organisation
  • “Connect-the-dots” from CX program, to metrics improvement, to business results
  • Embed structure for CX benefits into your internal processes and governance
  • Build your communication message to the C-Suite to secure funding for your CX program
  • Think differently about business results and ROI

Check out the incredible speaker line-up to see who will be joining Jill.

Download The Latest Agenda