Zurich Insurance Creates Customer Office, Appointing MindFolio’s Kalcher as Chief

Zurich Insurance Group announced the appointment of Conny Kalcher to the position of chief customer officer.

She will lead the newly created Customer Office as part of Zurich’s drive to further elevate customer excellence across the organization, said Zurich in a statement. In this position, Kalcher will ensure the delivery of a unique and distinctive customer experience. She will start in her role on July 1, reporting directly to the group CEO.

“The digital era is driving significant change and a transformation of customer experience in the market place. This is a transformation that has already begun, delivering a number of company-wide initiatives to improve customer satisfaction and to drive profitable growth,” said Group Chief Executive Officer Mario Greco.

“We are delighted that Conny is joining us on our journey to accelerate the group’s transformation and spearhead the digital customer experience, which will be reflected in Zurich’s brand refresh,” he added.

Kalcher joins Zurich from MindFolio, an innovation and analytics consultancy based in London and Chicago, where she was partner since 2018. She also brings a wealth of leadership experience and expertise gained at the LEGO Group since 1985, where she held many senior global roles between 1999 and 2018, such as head of People and Culture, Corporate Communication, New Product Innovation as well as building new business areas, including starting up LEGO Film & TV.

Latterly, Kalcher had global responsibility for the development of the LEGO Brand and served as vice president for Marketing and Consumer Experiences.

Source: Zurich Insurance