Renae Smith

Chief Customer Experience and Operations Officer

AIA Australia

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As Chief Customer Experience and Operations Officer, Renae drives aligning purpose and impact to deliver shared value outcomes for Customers, Partners and AIA. She leads AIA’s ambition of creating simpler, faster, and more connected experiences for Customer, Partners and Employees.

She is responsible for customer strategy, customer experience, digital, customer service, underwriting and claims management. Renae is also responsible for insurance risk, customer risk, complaints resolution and remediation.

Renae has a diverse experience developed in executive and functional roles in the insurance, financial services, telecommunications and technology sectors. This has included commercial and functional responsibility for Digital, Operations, Product, Pricing and Marketing. Prior to joining AIA, Renae held key leadership roles at GE Capital and Telstra following an early career in entrepreneurial start-ups.

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