Cirencester Friendly has promoted Michelle West-Wiggins to the newly created role of director of customer experience.
The change means the former head of customer experience and claims, who has been with the mutual for almost eight years, also joins its executive team.
Robert Higgins has been promoted to claims manager and will report directly to West-Wiggins.
New claims consultants roles are also being created. These consultants will have end-to-end ownership of claims, ensuring claimants have one point of contact, improving their experience.
West-Wiggins (pictured) said: “I am really excited to be taking on this new role.
“Our team is truly passionate about delivering the best possible customer experience and it’s fantastic to now be able to represent them and our work on the executive team.
“I am determined to build on the hard work we’ve already done and ensure that Cirencester is synonymous with exceptional service.”
Andy Morris, CEO of Cirencester Friendly, added: “I’m delighted to welcome Michelle to the executive team. She thoroughly deserves her promotion.
During her time with Cirencester, she has continually showed extraordinary dedication and enthusiasm, building a fantastic team around her.
“At a time when numerous surveys, including the one released recently by Defaqto, point to a drop in service standards in our industry, I am proud that our Society is bucking the trend.
“We have consistently exceeded expectations in customer service, scoring very highly in the Institute of Customer Service surveys, and Michelle and her team deserve a lot of credit for this.
“I look forward to the extra value I know she can achieve in her new role.”