Richard Thompson, who is leaving RSA Insurance after 12 years to move from the UK to the US, has been replaced by Gary Mason (pictured) as chief operating officer delivery director.
In its announcement, RSA said: “[Mason] will be responsible for contributing to the delivery of RSA’s strategic outperformance objectives, primarily by driving the technology transformation of the organisation’s key operating and claims capabilities to provide a leading customer service, by helping to deliver a simpler and more customer-centric experience.
“This ambitious project includes the market-leading implementation of RSA’s new cloud-based Guidewire ClaimCenter as its new claims management system, which aims to deliver a simpler, more personal claims experience for customers.”
“I’m delighted to welcome Gary to the team,” commented RSA chief information officer Oliver Holden. “His in-depth experience of leading multi-year transformation change programmes, combined with his knowledge of successful Guidewire implementation, will be a real asset to our team.
“I also want to wish Richard Thompson the best of luck for the next exciting chapter in his journey, and I’m certain that he’ll continue to be a huge success in whatever he does.”
Holden added that the customer experience has increased in its importance as a competitive differentiator in the industry.
“That’s why tech and data are central to our outperformance business strategy and our ambition to provide more tailored insurance solutions that better meet our customers’ needs,” declared the chief information officer, who cited the continuing evolution when it comes to customer expectations.
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