Cirencester Friendly appoint Director of Customer Experience

Today, Cirencester Friendly has announced the appointment of Michelle West-Wiggins to the newly created role of Director of Customer Experience.

Related topics:  Cirencester Friendly,  New Hire
Tabitha Lambie | Editor, Protection Reporter
28th February 2024
Customer Experience
"I’m determined to build on the hard work we’ve already done and ensure that Cirencester is synonymous with exceptional service."
- Michelle West-Wiggins, Director of Customer Experience at Cirencester Friendly

Aligning with Cirencester Friendly’s commitment to exceptional service, Michelle West-Wiggins has been appointed as Director of Customer Experience – previously serving as Head of Customer Experience & Claims.

Over the last eight years, Michelle has been “the driving force behind elevating service standards” and improving experiences for customers and advisers alike. She has ensured Cirencester Friendly benchmarks its service against both direct competitors and across all B2B sectors.

Michelle will now join the Executive Team to ensure customers remain at the heart of all strategic decision making. Robert Higgins has been promoted to Claims Manager and several Claims Consultant positions have been created. These consultants will have end-to-end ownership of claims, ensuring claimants have a universal point of contact.

Commenting on the appointment, Andy Morris, CEO of Cirencester Friendly, said he’s delighted to welcome Michelle to the Executive Team, “she thoroughly deserves her promotion.” He believes that she’s shown “extraordinary dedication and enthusiasm […] at a time when numerous surveys pointed to a drop in service standards in our industry, I am proud that our Society is bucking the trend.”

Michelle West-Wiggins, added that “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.”

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