DLG creates two new offices

Direct Line Group has created two new hubs – the Chief Customer Office and Chief Commercial Office – to lead the firm’s brand, customer and trading strategies.

The Chief Customer Office aims to deepen relationships with insureds by using data, market insight and the group’s insurance brands.

It will be developed by Kate Syred, DLG’s managing director of household, partnerships, data, pricing and underwriting.

The Chief Commercial Office, on the other hand, will oversee the group’s trading areas – motor, household, commercial and rescue – and will be led by Jon Greenwood, managing director of commercial.

It aims to develop the group’s ability to identify and respond quickly to market trends while driving commercial opportunities.

DLG chief executive Penny James said: “In the highly competitive world of insurance our high retention rates speak to customer satisfaction, but we remain focused on using data, the latest market insight and brand strategy to maximise trading opportunities and deepen customer relationships.”

People moves

As part of the announcement, DLG also revealed that Mark Evans, managing director for marketing and digital, will be stepping down after spending over a decade with the group.

He will remain with DLG for the remainder of the year to support the embedding of marketing within the new structure, before pursuing a portfolio career including non-executive director opportunities and executive coaching.

Evans will also continue his charity work. He currently serves on the Digital Advisory Board for Save the Children, for example.

James added: “The fact that so many of our brands are household names is in no small part down to Mark.

“Mark has never been complacent and has always been a tireless advocate for driving great customer outcomes.

“He’s been a valued colleague to both those of us on [the executive committee] and to his team and to those in the wider business. We will miss him.”