A new senior leadership team for the Customer Innovation Group will report directly to CEO Mehran Assadi.
Mehran outlined the changes during a CIG all-hands meeting and then summarized in this memo.
Great organizations never stop evolving and National Life is no exception. We constantly seek new and better ways to create the most seamless and consistent experience for our customers.
We have learned a great deal since the formation of CIG almost four years ago. During this time we have made various organizational changes, all designed to take advantage of that learning and to better align our services with our customers.
Effective immediately, CIG will be built around two divisions:
- Customer Experience: Led by Angela McCraw and will include the Contact Center, Payment Center, Conservation, Anti-Fraud, DMS, Title/Contract Change and Client-Partner.
- Business Acquisition & Claims: Led by Bill Whitsell and will include New Business, Underwriting, Claims and Business Architecture.
We are very fortunate to have the depth of strong leadership in CIG. Bill and Angela have decades of experience as practitioners in the life and annuity business.
I am pleased to announce the appointment of Bill as Executive Chief Underwriter and promotion of Kristin Cook to Vice President and Chief Underwriting Officer. Chris Weber will be appointed Deputy Chief Underwriter. Kristin and Chris bring tremendous technical and innovation experience to the underwriting team.
Bill, Angela and Kristin will form the core senior leadership team for CIG, with Bill and Angela reporting directly to me.
I am excited to inform you of the creation of the CIG Business Architecture division and appointments of Damian Woodard and Anu Dixit to roles of Business Architect. Both have demonstrated strong business acumen, innovation and thought leadership that will shape our business model for 2025 and beyond.
CIG’s Learning & Development Team, led by Candy Lovelace, will transition to the People Center reporting to Jaime Hendrix who heads up our enterprise learning and development.
There are a few other organizational changes, which are detailed on the attachment to this email.
We are laser-focused on creating a transformative customer experience as we march to our 2020 goal of one million delighted customers. Please join me in thanking and congratulating our entire CIG Leadership Team as we continue to dominate our industry through outstanding service and exceptional people.