EXECUTIVE SEARCH | Head of Customer Experience for a leading insurance company   

 EXECUTIVE SEARCH | Head of Customer Experience for a
leading insurance company   

03/02/2025 Saltor Talent 151 Comments

 At Saltor Talent we have successfully led the search for a Head of Customer Experience for a large multinational leader in the insurance sector, recognized for its innovation and its commitment to excellence in customer service at a global level. 

The challenge 

Our client, one of the world’s leading insurers, was in the midst of a digital and strategic transformation process, with the aim of redefining its value proposition towards the customer. This challenge required the incorporation of a Head of Customer Experience to lead this transition and ensure a coherent, differentiated customer experience aligned with the needs of today’s market. 

The goal was to identify a leader who could design and implement omnichannel-centric customer experience strategies, leveraging advanced digital tools and promoting a customer-centric culture within the organization. The position demanded a combination of experience in managing transformation projects, analytical skills, and an innovative view of customer-business interactions. 

Our strategy 

To address this challenge, we started with an in-depth analysis of the insurance sector, as well as other industries with advanced approaches to customer experience, such as technology, retail, banking, hospitality or FMCG. We identify more than 100 relevant profiles in key markets, prioritizing candidates with experience in: 

 Design and implementation of omnichannel strategies. 

 Leadership in digital transformation. 

 Organizational change management. 

We use advanced assessment methodologies to ensure an optimal fit between the company’s technical competencies and cultural values. This included competency-based interviews, leadership assessments, and scenario simulations focused on complex problem-solving. 

Throughout the process, we maintained close communication with the insurer’s management team, ensuring that we fully understood their needs and expectations. 

The result 

Of the five finalist candidates we presented, two stood out in particular. Finally, a professional with extensive experience leading customer experience transformation initiatives in companies in the FMCG and mobility sector was selected. 

The chosen candidacy demonstrated exceptional strategic vision, along with a pragmatic approach to implementing meaningful change in large organizations. Their ability to drive geographically dispersed, multidisciplinary teams and generate measurable impact on key customer experience indicators was decisive. 

After a rigorous reference validation process, the offer was formalized and accepted, and the person in question has already begun to lead the transformation and has received positive feedback for their ability to generate alignment and motivation within the organization. 

This success story reinforces our commitment to connect organizations with the best talent globally, helping them achieve their strategic and business objectives in an increasingly competitive environment. 

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