Summit Heads: Suncorp’s Mim Haysom on breeding a culture of innovation
Ahead of her masterclass on using creativity as a growth lever at this week’s Finance Marketing Summit, Mim Haysom, executive general manager of brand and customer experience at Suncorp, talks to Mumbrella about building operating models around the customer, how to breed a culture of innovation, and why giving back helps broaden the perspective she brings to Suncorp.
Marketers within the financial services industry are navigating choppy waters. How are you staying focused on the customer experience?
Customer experience is at the core of our strategy, and we have a range of tools we use to monitor and track the experience we are delivering to our customers. My role includes accountability for customer experience so it’s always top of mind for me and I’ve built our operating model around the customer. Our performance meetings start with our customer metrics, and we interrogate the results we are seeing and build action plans to ensure we are always improving the experience we provide, outcomes for our customers.
Having led M&C Saatchi to be named the most innovative company in Australia, how do you foster a culture of innovation within Suncorp?
