Eight weeks into her new role as CEO at Aon New Zealand, Melissa Cantell doesn’t pretend to have it all sorted.

She’s up-front about the need to take the time to understand the firm’s clients properly. 

“It’s something people often talk about but don’t always do,” she says. “It’s very easy to get focused on your own internal world. As we continue to build out our strategy, I want the team to keep stepping back from everything we’re doing to make sure we’re always looking from the customer lens.”

Customer lens

Cantell’s goal is to flip the insurance industry’s historical tendency to create complex products and solutions that might be more suited to its own purposes than to customers.

“One of the things I love about joining Aon is that we’re already very client centric. Some of the things we’re doing overseas are a delight to be part of.”

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