LifeSearch has appointed chief operating officer, Paula Bertam-Lax, as chief customer and people officer.
Bertram-Lax who was promoted to chief operating officer (COO) from director of client advice at the start of 2023, will be succeeded by Paul Foody as Bertram-Lax is refining her role to focus on enhancing customer outcomes and Consumer Duty compliance as chief customer and people officer.
Foody, whose most recent role was as a director at Reassured until January of last year, has extensive experience in protection distribution and a track record in leveraging technology, people and data to deliver market-leading solutions.
LifeSearch added his expertise in underserved markets, including in the rental sector and working with younger demographics, offers on-the-ground experience to power its ambitions to diversify and grow within its target markets.
As chief operating officer, Foody will be responsible for consolidating and strengthening the LifeSearch proposition – combining its use of tech, data and expertise – to help cement the business’ market position.
Meanwhile, Bertram-Lax’s remit will focus on customer outcomes and experience.
Since joining more than10 years ago, she has been responsible both for customer experience and revenue performance for the business.
In 2025, her role is now transitioning towards further improving customer outcomes through insurer relationships and product governance and overseeing a purpose-led LifeSearch employee culture.
Foody (pictured right) said: “LifeSearch is a key player in the UK protection sector and has built an enviable reputation over the years as a disruptive force for good.
“LifeSearch has all the key ingredients in place – digital solutions, great people and real passion. My aim is to bring these elements together to ensure LifeSearch leads the market today, into 2025 and beyond.”
Bertram-Lax (pictured left) said: “After leading our revenue and customer outcome teams over recent years, honing my role to solely focus on customer outcomes and experience is a natural step for me.
“Customer centricity is a core tenet of everything we do here at LifeSearch, so I will now closely review our customer experience to ensure we serve our customers brilliantly, from first click to claim.
“With the FCA continuing their work on Consumer Duty, we are determined to be a shining example in the industry of a business that is delivering superior customer outcomes.”
Debbie Kennedy, CEO at LifeSearch, said: “Paul brings to LifeSearch a wealth of industry experience, and expertise in digital advancements and intelligent operations; we’re delighted to have him on the team.
“As we continue to protect more people properly, Paul will be a significant influence in keeping us at the forefront of excellence.
“Paula has been an integral part of LifeSearch for over 10 years and as the business continues to grow, her advocacy to specialise in customer and employee outcomes is a perfect way for her to apply expertise and prioritise these incredibly important aspects for LifeSearch.
“Together, Paul and Paula, bring a powerhouse of knowledge and energy to our leadership team as we ensure LifeSearch continues to innovate, extend access to more people, and set new standards.”