Legal & General (L&G) has announced the appointment of Sarah Spooner to the newly created role of Chief Customer Officer (CCO) across its retail and institutional retirement businesses.
This position combines client and customer service responsibilities from both business areas for the first time. This reflects L&G’s strategy to deliver a consistent, connected experience to its 12 million retail customers and 700,000 institutional retirement customers. By aligning operations, digital capabilities and service models in these areas, L&G aims to improve the quality, responsiveness and reliability of its services.
In her new role, Spooner will lead a team of 3,000 people responsible for operational accounts and customer service, focusing on delivering the best possible experience, and working with L&G’s team of experts to build a customer-first operational infrastructure and model.
She has over 15 years of experience in client service and strategy. Prior to joining L&G, she worked as Customer Service and Experience Director at Three UK.
Prior to this, Spooner spent 12 years at Vodafone, most recently as director of customer experience and transformation.
Laura Mason, CEO of L&G Retail, said: “Customers are at the heart of everything we do. The creation of this role not only reflects our commitment to our customers, but also our efforts to create more connected experiences across our retail and institutional retirement business strategies. We look forward to Sarah joining our team and believe she will strengthen our continued dedication to our customers and customers.”
Gareth Mee, chief executive of L&G Institutional Retirement, added: “Sarah’s appointment underlines our ongoing commitment to putting customers and members first. It also underlines our understanding that a great customer experience is intrinsically linked to business growth. L&G’s Institutional Retirement business supports pension schemes in delivering on their promises to savers, and Sarah’s role as CCO will play a central role.”
Spooner commented: “My entire career has been dedicated to delivering the best possible experiences and outcomes for clients. I’m delighted to be working with L&G’s team of experts to safeguard its community of over 12 million retail customers and 700,000 institutional clients. As a provider of people’s financial futures, customer experience is absolutely crucial and I look forward to ensuring they get the experience and support they need and deserve.”
The post L&G appoints Sarah Spooner as chief customer officer appeared first on ReinsuranceNe.ws.