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Louisa Mackay

Head of Customer Experience for Insurance Australia Group's direct insurance division

Louisa Mackay

"Completing the Global Executive MBA was one of the best career decisions I've made. At every step in the course, we were confronted with real business challenges that required new ways of thinking. It's made me far more adaptable as a leader and open to change. The exposure we had to global thought leaders gave us so many new perspectives. The real-life consulting assignments we tackled while on the ground in India (entry strategy), the US (growth strategy), and UK and France (turnaround strategy), have made me more confident, and better prepared. Today, I see challenges as opportunities to drive innovation and creativity for the benefit of our customers and the business."

Louisa Mackay firmly believes that customer experience should be designed around customer needs. As the recently appointed head of customer experience for Insurance Australia Group's direct insurance division, Louisa is responsible for driving innovation in customer experience for some of Australia's biggest brands; NRMA Insurance, SGIO and SGIC. Louisa's openness to take on the role, and her approach of utilising design thinking to achieve success, has been inspired by completing the Global Executive MBA at the University of Sydney Business School.