New Head of CX appointed by MetLife

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MetLife has appointed Lina Saliba as Head of Customer Experience, strengthening the capabilities of MetLife’s CX team. The appointment comes just over a month after Chesne Stafford took up the new role of Chief Customer and Marketing Officer.

With 20 years’ experience across customer experience and operations in the financial services and telco industries, Lina joins MetLife with a mandate to advocate for customers and continue to build the company’s credentials as a leader in CX. Her remit includes partnering with MetLife’s super funds and partners to optimise the experience for their members and help to realise the vision of delivering the easiest, fastest and most caring life insurance experience. Lina has previously consulted to major players in financial services including Macquarie and Allianz, and has worked for CommInsure, NBN and Telstra.

Commenting on the appointment, Chesne noted Lina’s depth of experience and how it will complement MetLife’s CX journey so far, “We’ve already come a long way in improving the experience people have with MetLife but this is an ongoing journey. Lina brings significant expertise in this space and will help us define what a better experience could be and then embed that in BAU, so that we’re always focused on delivering a great experience, helping us achieve our vision.

“It’s an exciting time at MetLife as we work hand in hand with our business partners, the industry and our customers to manage significant changes across the industry, while making sure the customer experience is positive. Ultimately, we want to be known as best in class for CX and I’m excited about what Lina’s appointment means for our customers.”

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