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Role changes for Fidelity Life executives

Fidelity Life’s customer-led transformation has continued under the watchful eye of its chief executive Melissa Cantell.

Wednesday, April 14th 2021, 3:08PM 5 Comments

Melissa Cantell.

The life insurer has added customer service responsibilities to its chief distribution officer (CDO) role and has renamed the position to chief sales and service officer (CSSO).

The change sees the role expanding to take on the application, renewal and service components of the customer journey, in addition to its traditional focus on relationships with advisers and other distribution partners.

Cantell says with the CDO role currently vacant there was a clear opportunity to review the role’s scope to ensure alignment with Fidelity Life’s transformation plans.

“The expansion of the CDO role, combined with the other executive team changes we’re making are all about evolving our ways of working to align with our customer-led transformation," she says.

“The change to a CSSO will create one team focused on meeting our customers’ needs by delivering good customer outcomes and a great customer experience through every step of the customer journey whilst contributing to the ongoing evolution of our adviser proposition at the same time.”

Fidelity Life’s underwriting, new business and claims teams will continue to report to Kath Johnson, who is now chief insurance officer.

Another change has seen the creation of a new chief operating officer to accelerate Fidelity Life’s transformation. This role will be accountable for the operation and performance of the company, and the continued development of a high-performance culture to enable its transformation.

“These changes will enable us to transform more quickly and sustainably, keep evolving our adviser proposition and reflect our aspiration to be truly customer-led,” Cantell says.

Recruitment for the chief sales and service officer and chief operating officer roles will commence shortly.

Head of professional development Trecia Brown remains acting CDO until recruitment is completed, following Adrian Riminton’s move to chief risk officer earlier this month.

Tags: Fidelity Life Melissa Cantell recruitment

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Comments from our readers

On 15 April 2021 at 6:33 am Fabio S said:
I see an opportunity for an app that translates corporate speech to English to advertise on good returns.
On 15 April 2021 at 2:59 pm Clevedon broker said:
Wonder if this is really results in some needed new blood or a re-arrangement of the deckchairs.

The cost of all these "transformational" top brass falls on the customer.
On 15 April 2021 at 4:51 pm Matron said:
@Fabio let me help you: "customer-led transformation" = you can kiss goodbye to Adviser relationships.

The CSSO role will deliver SFA to the CEO and the COO make the CIO go WTF and wish that the CDO would come back.
On 16 April 2021 at 8:32 am Backstage said:
Sheesh, that was a word salad!
On 19 April 2021 at 2:01 pm JPHale said:
CMO, Chief Marketing Officer is also presently vacant pending sorting the confusion with the Chief Medical Officer role that this communication passed through...

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