Direct Line Group announces the creation of a new Chief Customer Office and Chief Commercial Office

Direct Line Group  announced the creation of a Chief Customer Office and Chief Commercial Office to lead the Group’s brand, customer and trading strategies.

Kate Syred, current Managing Director of Household, Partnerships, Data, Pricing and Underwriting will develop the new Chief Customer Office by bringing together data and insight expertise to lead the Group’s brand and customer strategy. As customer behaviour continues to evolve the Chief Customer Office will be tasked with using data, market insight and the Group’s well-known insurance brands to deepen customer relationships.

Current Managing Director of Commercial, Jon Greenwood, will lead the new Chief  Commercial Office which will oversee the Group’s trading areas: Motor, Household, Commercial and Rescue. By aligning trading strategies the new role will further enhance the Group’s ability to identify and respond quickly to market trends and drive commercial opportunities.

Direct Line Group have also announced that after over a decade with the Group, Mark Evans has decided to move on from his role as Managing Director for Marketing and Digital in order to pursue a portfolio career including non-executive director opportunities, executive coaching, and continuing his charity activities. Mark will remain with the Group for the remainder of the year to support the embedding of marketing within the new structure.

“In the highly competitive world of insurance our high retention rates speak to customer satisfaction, but we remain focused on using data, the latest market insight and brand strategy to maximise trading opportunities and deepen customer relationships. We are proud of our brands and their reputation for providing customers with quality insurance. Kate’s commercial insight and relentless focus on customer will help in our new Chief Customer Office as we continue to deliver great products and fantastic customer journeys. Jon’s success in our Commercial business will be used to oversee all of our trading areas in a new Chief Commercial Office so we can identify and respond quickly in highly competitive markets and drive commercial opportunities.” – CEO Penny James.