IAG has appointed Michelle Klein to lead its newly formed Customer Experience and Marketing Division from later this month, saying her experience at Meta – the owner of Facebook and Instagram – is “invaluable” as the insurer seeks to expand its consumer reach. 
 
As Chief Customer and Marketing Officer Ms Klein will oversee the marketing and brand portfolio strategy for all brands across IAG’s Direct and Intermediated Insurance divisions, including NRMA Insurance, Rollin’, CGU and WFI. 
 
IAG says she will utilise her “deep customer and community insights while leveraging brand strengths” to improve the overall customer experience to better connect with and reach more customers. 
 
“[She] is renowned internationally for her innovative solutions to redefining the role of brands to deliver business results,” IAG Direct Insurance Australia Group Executive Julie Batch said. 
 
“It is a testament to the strength of IAG and our portfolio of brands to attract someone of [her] calibre to our team.” 
 
Ms Batch says Ms Klein’s experience “will be invaluable in supporting the delivery” of IAG’s goal to expand the reach of its brands nationally. 
 
Ms Klein, who is returning from the US to take up her role, says she will draw on her “Silicon Valley experience to drive transformation through insights and technology” at IAG. 
 
“This decade must be transformational – one where we focus on a safer future and IAG’s people have worked tirelessly to provide support to people during crises.”