In a bid to drive better outcomes and experiences for its nine million customers, a top 20 ASX-listed company has created the new function of customer advocate.
Mark Reinke, chief customer experience officer at Suncorp, said the customer advocate would work across the business to identify and deliver opportunities for providing customers with even better services.
The new function will have direct access to the group CEO and MD, and will build on Suncorp’s culture of prioritising customer advocacy.
Appointed to head this new function was Debra Tagg, EGM customer experience & group customer advocate.
“With her passion for delivering strategic customer programs across Suncorp and her strong background in customer service Debra is the ideal choice to drive Suncorp’s focus for this role,” Reinke said.
“We’re committed to increasing transparency and accountability around the decisions we are making for our customers every day. This new function will challenge our current processes, identify areas for improvement, and make it easier for customers when things go wrong.”
David Carter, Banking & Wealth CEO, said the appointment will not only protect the interests of the customer.
“Suncorp’s new business strategy is centered on delivering greater value for our customers, which this new function will help us achieve,” he said.
“With new products and services coming online this year to transform how we help Australians manage critical decisions in their lives, a customer advocate will help ensure our approach is grounded and delivering for our customers.”
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