Insurance Australia Group (IAG) has appointed Jacqueline Rush as executive manager for customer relations, regulatory, and transformation – a newly created role.
Rush has 28 years of experience in complaint management, regulation, and large-scale and complex transformations from various regulatory bodies and financial institutions. She has worked at ANZ Bank as the head of complaint transformation, customer advocacy, and quality and has held roles at the Australian Securities and Investments Commission and NAB.
In the newly created role, Rush will use technology such as AI to transform IAG's complaints system, improving the products and services and the complaints experience across the group's customer brands, including NRMA Insurance and CGU.
She will commence the new role in the coming weeks, reporting to IAG chief customer and marketing officer Michelle Klein.
Klein said the latest appointment will support the delivery of complaints handling transformational change.
“We know that customer expectations and the regulatory environment continue to evolve and revolutionising our entire end-to-end complaint ecosystem, including enhancing the use of data, technology, and AI, will set us up for success going forward,” she said.
The announcement of the newly created role follows IAG's appointment of a new chief financial officer.
