Crawford & Company has appointed Debbie Little (pictured) as its first UK & Ireland chief customer officer effective immediately.
In this newly created role in London, Little will spearhead the development and execution of a robust customer strategy spanning customer metrics, market insights, and the integration of data and analytics.
The internal hire’s efforts will aim to ensure that customer satisfaction is deeply embedded in all business operations and decision-making processes at Crawford. Little will report to international operations chief operating officer Lisa Bartlett.
Prior to her remit switch, Little served as chief client officer, bringing 26 years of specialised experience to the new post. She joined Crawford in 2020 as regional operations director for major & complex loss, following a nearly 23-year tenure at RSA.
Commenting on Little’s chief customer officer position, Bartlett said: “Our clients and their customers are the reason our business exists, and putting their needs front and centre has never been more important. Embracing a client-centric culture is central to making sure the voice of the customer is also heard.
“With a rich and varied experience in insurance claims, most recently as chief client officer at Crawford in the UK, Debbie is the ideal person to take the lead in representing customer needs in the claims process.”
In its announcement, the claims management giant highlighted: “The creation of this role reflects the importance Crawford places on communicating with clients and their customers, against a backdrop of widespread social media use, online reviews, and a growing regulatory focus on insurance, including the launch of the FCA’s (Financial Conduct Authority) Consumer Duty Act.
“The appointment also aligns with the company’s Customer Enhancement initiative which is designed to make the claim process more accessible, inclusive, and responsive to customers’ unique needs.”
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