Crawford and Company appoints new UK chief customer officer

Crawford and Company has appointed Debbie Little as its chief customer officer for the UK and Ireland.

The newly created role will see Little take responsibility for evolving and enhancing the claims management firm’s customer strategy.

This will include developing customer metrics, market insights, data and analytics to help ensure good outcomes.

Crawford and Company said the creation of the role reflected a growing regulatory focus on insurance, including the launch of the FCA’s Consumer Duty act.

This requires insurance firms to review their products and services against a new standard of fairness.

Lisa Bartlett, chief operating officer for international operations, said: “Our clients and their customers are the reason our business exists and putting their needs front and centre has never been more important.

“Embracing a client-centric culture is central to making sure the voice of the customer is also heard.”

Experience

Little, who has 26 years’ experience in the insurance claims sector, joined Crawford and Company in 2020 as regional operations director for major and complex loss.

Prior to this, she spent nearly 23 years with RSA, working her way up from an underwriting services role to business and strategy manager.

In her new role, Little will be based in London and report to Bartlett.

“With a rich and varied experience in insurance claims, most recently as chief client officer at Crawford in the UK, Debbie is the ideal person to take the lead in representing customer needs in the claims process,” Bartlett said.