IAG rejigs for greater customer focus

IAG is stepping up its customer service function after MD and CEO Peter Harmer appointed Julie Batch chief strategy & innovation officer to lead a newly created strategy & innovation division which combines IAG’s existing strategy function with its customer labs division.

Batch was previously IAG chief customer officer, responsible for customer labs, focused on enhancing customer experience, using data and insights, plus digital, innovation, new business incubation and venturing.

In a statement to the ASX, IAG said further executive technology group executive Neil Morgan, who will also report directly to Harmer, would lead an expanded technology & digital division, which brought together the digital teams from Australia and NZ, including those previously part of customer labs, and the existing group technology team.

IAG has introduced a new, “flatter” leadership team structure where eight senior executives who report directly to Hamer. Associated appointments will take effect on February 24.

Harmer said the operating model was “a logical step for IAG” as it transitioned to the next phase of its strategy with a greater focus on future growth for its core insurance business and associated opportunities.

“We continue to evolve our operating model to better align our customer and corporate strategies and further foster a culture of innovation as we consider and create new and different services for our customers,” Harmer said.