MLC Life Insurance has announced the appointment of Louise Portelli to the newly created role of chief customer experience officer.
Portelli, a former partner at KMPG in the UK, will officially join the life insurer in March and report directly to CEO David Hackett as a member of MLC Life Insurance’s leadership team.
Portelli brings over 15 years’ experience in leading large-scale transformational change in financial services.
Most recently, she led KPMG’s insurance customer transformation practice in the UK, driving customer experience improvement through research, proposition development, new operating models, technology and regulatory change.
Prior to KPMG, Portelli was the business transformation director at Legal & General.
Portelli’s main responsibility at MLC will be to create exceptional customer experiences across the business’s group and retail channels that keep pace with customers’ increasing expectations.
Hackett said: “With the backing and significant investment of Nippon Life, we are committed to delivering a great experience for our customers.
“Attracting talent like Louise, who has an extensive experience in customer transformation, will be instrumental as we seek to better understand our customers’ insurance needs and bring innovative new products to market.”
Commenting on her appointment, Portelli said: “I am really excited to join MLC Life Insurance at this critical point in its proud Australian history.
“MLC Life Insurance is making significant investments in people and technology as part of its genuine commitment to deliver an exceptional and more memorable customer experience.”