The Exeter has announced the appointment of Suzy Esson as its new chief operating officer.
Esson (pictured) brings more than 30 years of experience in financial services to the role. She joins The Exeter from Holloway Friendly, where she also served as chief operating officer and was a member of the Board. During her time there, she oversaw several operational areas including underwriting, claims, and customer servicing.
At The Exeter, she will be responsible for leading customer service teams, including underwriting and claims.
She will also become a member of both The Exeter’s executive leadership team and board of directors.
Her immediate focus will be to build on the recent launch of The Exeter’s new multi-benefit protection platform, which was introduced as part of the company’s broader transformation strategy aimed at improving operational efficiency and the overall customer journey.
As part of the leadership restructure, Claire Hird, currently customer service director, will transition into a new role as head of outsourced operations.
Isobel Langton, CEO of The Exeter, said: “I am excited to welcome Suzy to The Exeter as chief operating officer at what is an important time in our business transformation journey.
“The recent launch of our multi-benefit protection platform was the first of several developments that we are investing in to further enhance the experience we provide our members and advisers.
“Suzy’s senior leadership experience across a range of operational functions coupled with her passion for enhancing customer outcomes will be key in supporting our teams in the delivery of ongoing transformation projects. Suzy will also play an important role in helping to drive The Exeter’s future success as a member of our executive team and board of directors.”
Esson added: “I am thrilled to be joining The Exeter at such an exciting time, as the organisation continues with its ambitious transformation and unwavering commitment to delivering exceptional service.
“This focus on excellence is a passion that I share, particularly in enhancing the experience provided to customers and ensuring exceptional service at every touchpoint.
“I look forward to working closely with the teams, building on the outstanding work already accomplished, and playing a key role in driving the future success of the business.”
