MetLife appoints new head of CX


MetLife Australia has announced the appointment of a new head of customer experience, with CX veteran Lina Saliba to take on the role.

Saliba’s appointment comes just over a month after Chesne Stafford took over as MetLife’s chief customer and marketing officer.

In a statement, MetLife said Saliba’s appointment will serve to strengthen the insurer’s customer experience capabilities and optimise the member experience, particularly across its superannuation partnerships.

“We’ve already come a long way in improving the experience people have with MetLife but this is an ongoing journey,” Stafford said. “Lina brings significant expertise in this space and will help us define what a better experience could be and then embed that in BAU, so that we’re always focused on delivering a great experience, helping us achieve our vision.”

“It’s an exciting time at Met Life as we work hand in hand with our business partners, the industry and our customers to manage significant changes across the industry, while making sure the customer experience is positive. Ultimately, we want to be known as best in class for CX and I’m excited about what Lina’s appointment means for our customers.”

Last year, MetLife embarked on an ambitious rollout of a digital life insurance claims platform, using ‘open insurance’ APIs to streamline the lodgement and tracking process of life insurance claims for superannuation fund members.