Having worked within the insurance sector for over 25 years, the majority of that time with Ageas, I have held a number of different roles. This included starting as a branch clerk selling insurance over the counter, to Managing in a branch and then moving on to heading up contact centres. Giving people the autonomy to thrive and enjoy their roles, and doing the right thing for our customers, are real passions of mine and I am very proud of the work Ageas does in both these areas. Within the Customer Experience team, there are a number of areas of focus; Customer complaints, Customer Support, Customer Journey, Customer Care and Voice of the Customer. Each area gives focus on ensuring we are doing the right thing by our customers, listening to what they are telling us, putting things right when things go wrong and always looking at how we can improve their journey.