Role changes for Fidelity Life executives
Fidelity Life’s customer-led transformation has continued under the watchful eye of its chief executive Melissa Cantell.
Wednesday, April 14th 2021, 3:08PM 
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Melissa Cantell.
The life insurer has added customer service responsibilities to its chief distribution officer (CDO) role and has renamed the position to chief sales and service officer (CSSO).
The change sees the role expanding to take on the application, renewal and service components of the customer journey, in addition to its traditional focus on relationships with advisers and other distribution partners.
Cantell says with the CDO role currently vacant there was a clear opportunity to review the role’s scope to ensure alignment with Fidelity Life’s transformation plans.
“The expansion of the CDO role, combined with the other executive team changes we’re making are all about evolving our ways of working to align with our customer-led transformation," she says.
“The change to a CSSO will create one team focused on meeting our customers’ needs by delivering good customer outcomes and a great customer experience through every step of the customer journey whilst contributing to the ongoing evolution of our adviser proposition at the same time.”
Fidelity Life’s underwriting, new business and claims teams will continue to report to Kath Johnson, who is now chief insurance officer.
Another change has seen the creation of a new chief operating officer to accelerate Fidelity Life’s transformation. This role will be accountable for the operation and performance of the company, and the continued development of a high-performance culture to enable its transformation.
“These changes will enable us to transform more quickly and sustainably, keep evolving our adviser proposition and reflect our aspiration to be truly customer-led,” Cantell says.
Recruitment for the chief sales and service officer and chief operating officer roles will commence shortly.
Head of professional development Trecia Brown remains acting CDO until recruitment is completed, following Adrian Riminton’s move to chief risk officer earlier this month.
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Comments from our readers
The cost of all these "transformational" top brass falls on the customer.
The CSSO role will deliver SFA to the CEO and the COO make the CIO go WTF and wish that the CDO would come back.
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