Western Financial Group has appointed Lisa Colangelo as its new chief customer experience officer, who also joins the company’s executive leadership team.
Colangelo has extensive experience as a senior-level executive with more than 20 years of success leading strategic business growth efforts across districts, territories, and branches for TD Bank and Coast Capital Savings. She most recently served as senior vice president, retail banking & contact centers with Coast Capital Savings.
A release said that Colangelo has a track record of building strategies and tactics to provide customer experiences, and possesses a keen understanding of Six Sigma methodologies and process improvement focus – all things that Western says will help increase its positive customer experience. Colangelo has several business designations and is currently completing her MBA.
“With over two decades of leading teams focused on exceptional customer experiences, I am looking forward to working with the Western team,” said Colangelo. “Together we will deliver differentiated experiences for our customers from the initial interaction with a customer to the purchase experience, all the way through to the claims experience.”
“We’re dedicated to evolving to help propel Western forward and to emphasize and grow our commitment to our customers and people,” said Western Financial Group president and CEO Kenny Nicholls. “These additions are reflective of that commitment, and I am proud of the Executive Team we have and what we continue to build on.”
Nicholls added that as one of the largest insurance brokers in Canada, Western recognizes the importance of delivering expertise and care for customers across the country.
“In addition to our technological investments, our awareness of the connected customer and our strategic expansion of locations across Canada, we understand how vital the customer and broker relationship is,” the chief executive mentioned.
In October, Western Financial acquired Sadler Insurance, a full-service insurance brokerage, based in Edmonton, Alberta.
