IAG has announced the appointment of Emily Roberts as chief customer and marketing officer commencing 24 November 2025.
Roberts brings more than 20 years’ experience in customer engagement, marketing and commercial strategy gained through senior leadership roles at American Express across Consumer, Commercial and Merchant Services. Most recently, she served as VP and GM of consumer and commercial services for Australia and New Zealand at American Express.
At IAG, Roberts will lead the Customer Experience and Marketing team, responsible for IAG’s customer experience, marketing and brand portfolio strategy. In the role, Roberts will leverage deep customer and community insights to reach more Australians.
Roberts replaces B&T CMO Power List inductee Michelle Klein, who moved to Westpac earlier this year. IAG is home to insurance brands NRMA Insurance, Rollin’, RACV, RACQI, CGU and WFI in Australia.
IAG Retail Insurance Australia CEO Julie Batch said: “Emily has a proven ability to unify complex business lines, drive transformation and deliver sustained customer growth, balancing commercial outcomes with customer-centricity.
“We’re thrilled to welcome her during NRMA Insurance’s centenary year to lead our customer and marketing strategy as we deliver on our promise as A Help Company.”
Commenting on her appointment, Roberts said: “IAG has an enviable portfolio of trusted brands that have helped Australians protect what matters and supported them in times of need. I’m excited to join this talented team to lead our customer and marketing strategy. Together, we have an incredible opportunity to drive growth and deliver value for our customers, our people and communities across the country.”
Roberts inherits an NRMA Insurance brand that has undergone quite the revamp over the last 12 months, with a new positioning and a stirring new film celebrating its centenary. It has also inked a six-year extension to its sweeping Cricket Australia partnership.
