RSA Group has appointed Neil Strickland as director of its new commercial customer experience function.
Strickland’s appointment follows RSA’s decision in November to streamline its international exposure by refocusing its London market business and exiting some portfolios.
Its new customer experience function brings together marketing, customer management and risk consulting into a single team.
Strickland has taken up the role of customer experience director with immediate effect. In his current role as director of risk consulting, he made made significant progress in designing a best-in-class proposition, including overseeing RSARed, which supports customers to benchmark, manage and mitigate their risk exposure.
He has more than three decades of experience in the industry. Before joining RSA, he worked in customer management and relationship roles at Zurich and AIG.
Tony Buckle, managing director of global risk solutions at RSA in the UK and Ireland, said: “Neil’s extensive experience in the industry means he is well placed to launch our new function and ensure we differentiate across the market based on the experience we deliver to our customers.”
“The recent restructure has clarified our proposition to customers, and as we move to a sector focus with an emphasis on expertise and service, Neil will be instrumental in ensuring our customers enjoy the high quality support and advice that RSA prides itself on.”
Strickland added: “To deliver a great customer experience we need to understand our customer and broker partner needs in depth, and ensure this insight is truly at the heart of our organisation from proposition design through to execution. This will provide the differentiation our customers are seeking, and a customer experience our employees can be extremely proud of.”
“Our customer experience function provides a platform to establish leadership in the sectors to which we can offer deep expertise, and will have our excellence in risk consulting and claims service at its heart.”