Former Lego exec joins Zurich to elevate customer excellence

Zurich Insurance Group has appointed former Lego executive Conny Kalcher to the position of chief customer officer.

She will lead the newly created customer office as part of Zurich’s drive to elevate customer excellence across the business.

Kalcher joined Lego in 1985, and held numerous 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.

She later had global responsibility for the development of the Lego brand and served as vice president for marketing and consumer experiences.

In her new position at Zurich, Kalcher will ensure the delivery of a unique and distinctive customer experience. She will take up the role on 1 July, and will report directly to group chief executive officer Mario Greco.

Greco: “The digital era is driving significant change and a transformation of customer experience in the marketplace. This is a transformation that has already begun, delivering a number of company-wide initiatives to improve customer satisfaction and to drive profitable growth.”

“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.”

Kalcher will join Zurich from MindFolio, an innovation and analytics consultancy based in London and Chicago, where she has been a partner since 2018.

Zurich revealed last month that the total value of all claims paid to UK general insurance customers last year reached more than £1.6 billion.

More than 99% of general insurance customer claims were paid, with 140 of these valued at more than £1 million.

Mark Dugdale