Media release

17 January 2019

MLC Life Insurance appoints Chief Customer Experience Officer

MLC Life Insurance has bolstered its focus on customers with the appointment of Louise Portelli to the newly created role of Chief Customer Experience Officer.

Portelli, a former Partner at KMPG UK, will officially join the life insurer in March and report directly to CEO David Hackett as a member of MLC Life Insurance’s Leadership Team.

Portelli’s main responsibility will be to create exceptional customer experiences across the business’s group and retail channels that keep pace with customers’ increasing expectations.

David Hackett, Chief Executive Officer, MLC Life Insurance said:

“With the backing and significant investment of Nippon Life, we are committed to delivering a great experience for our customers. Attracting talent like Louise, who has an extensive experience in customer transformation, will be instrumental as we seek to better understand our customers’ insurance needs and bring innovative new products to market.”

Louise brings over 15 years’ experience in leading large scale transformational change in financial services. Most recently she led KPMG’s Insurance Customer Transformation practice in the UK, driving customer experience improvement through research, proposition development, new operating models, technology and regulatory change. Prior to KPMG, Portelli was the Business Transformation Director at Legal & General.

Speaking about the appointment Portelli said:

“I am really excited to join MLC Life Insurance at this critical point in its proud Australian history. MLC Life Insurance is making significant investments in people and technology as part of its genuine commitment to deliver an exceptional and more memorable customer experience.”

MLC Life Insurance has already made a number of enhancements in recent years to better serve its customers. These include launching its online platform for superannuation funds called LifeView, and releasing its new automated underwriting rules engine, the Digital Underwriting Platform, in 2018. Both platforms make it simpler for customers to change and update their insurance online as well as get underwritten more quickly.
Louise Portelli




Louise Portelli

Chief Customer Experience Officer