Brendan Dunne and his team at Allianz Australia have set their sights on creating an industry benchmark for implementing change that results in exemplary services for both customers and people. Dunne, the company’s chief customer and operations officer, is a strong believer in having the customer experience inform the design of systems and processes. ‘Our technology and project teams have placed a lot of emphasis on this approach to devising solutions that are intuitive and deliver a seamless experience,’ says Dunne, who was recently appointed to the ANZIIF board.

‘We strive to make insurance simple for our customers and our people by simplifying our products and processes.’

Delivering consistently

Having worked for Allianz for nearly 20 years, Dunne says consistently delivering that experience will always be a challenge.

‘That’s why I believe simplicity is so important — it’s a way to reduce the number of opportunities for a process to go off track,’ he says. ‘We also recognise that customer expectations will continue to develop, and responding to those changing needs is a real motivator in my role. 

‘Empowering employees to improve customer satisfaction in new ways is extremely important. Feedback along the way is a key part of the process to continue learning and growing — whether from customers or internal stakeholders.’

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