Direct Line Group creates new Chief Customer Office and Chief Commercial Office
The new offices will coordinate the insurance provider’s brand, customer, and trading strategies
Direct Line Group has announced the creation of a Chief Customer Office and a Chief Commercial Office, and who will be leading these new offices.
The new Chief Customer Office will be developed by Kate Syred, the current Managing Director of Household, Partnerships, Data, Pricing and Underwriting. The office will be tasked with using data, market insights and the Group’s insurance brands to deepen customer relationships, as customer behaviour changes.
Jon Greenwood, Managing Director of Commercial will lead the Chief Commercial Office, which will oversee the Group’s trading areas: Motor, Household, Commercial and Rescue. The new office will enhance the Group’s ability to identify and respond quickly to market trends and commercial opportunities.
Penny James, CEO of the Group said: “Kate’s commercial insight and relentless focus on customer will help in our new Chief Customer Office as we continue to deliver great products and fantastic customer journeys.
“Jon’s success in our Commercial business will be used to oversee all of our trading areas in a new Chief Commercial Office so we can identify and respond quickly in highly competitive markets and drive commercial opportunities.”
Direct Line were recently found to have been the most responsive UK insurer when answering customer tweets, in a study by PwC and DataEQ.