IAG has formalised a Customer Advocate function, reinforcing its commitment to putting customers at the centre of its decision making.
Jennifer Cobley and Georgia Whitbread have been appointed internally as Executive Manager Community Impact and Customer Advocate, in a job share arrangement, effective immediately.
The function serves as an independent voice for customers within the organisation, maintaining regular engagement with customers and providing clear, transparent reporting to the IAG CEO and Board. This helps translate customer insights into meaningful action and reinforce fairness and accountability.
Insights gathered through the Customer Advocate function help drive continuous improvements across customer experience, vulnerability support and financial inclusion outcomes, ensuring IAG continues to meet the evolving needs of customers and communities.
