Suncorp appoints former Service NSW CEO as new executive for transformational change

Taking on the newly created role, Dr Rachna Gandhi brings a wealth of CX experience to the newly created position

Suncorp has appointed former Service NSW CEO, Dr Rachna Gandha, to the newly created role of executive GM of commercialisation and implementation.

Making the announcement, Suncorp CEO of strategic innovation, Pip Marlow, said Gandha's extensive background in digital reform, building customer centric cultures, distribution, operations and organisational change, will provide great leadership to identify new ways to make it easier for customers to achieve their financial needs through the Suncorp Marketplace.

“During her time as CEO of Service NSW, Rachna was instrumental in transforming the customer service experience for government through a one-stop shop for service delivery,” she added.

Rachna holds a PhD in Consumer Behaviour, as well as post graduate qualifications in customer-led strategic change from Stanford. Rachna has worked across banking, wealth management and hospitality, both domestically and internationally. She joined the NSW Government in 2013 after a series of senior customer executive roles with Westpac and AMP.

Taking on the newly created role, Dr Rachna Gandhi brings a wealth of CX experience to the newly created position
Taking on the newly created role, Dr Rachna Gandhi brings a wealth of CX experience to the newly created position

Rachna said she was delighted to join Suncorp’s Strategic Innovation team and have an opportunity to be at the forefront of delivering new experiences in the financial services sector.

“Successfully leading a significant customer transformation with such a talented team at Service NSW has been a real career highlight,” she said. “It’s an exciting time to be joining Suncorp. The company's customer-centric strategy is redefining the way customers engage with their finances and is a key differentiator against its competitor.

“I look forward to joining a team who shares my passion for creating positive customer outcomes and driving change through digital solutions.”

Read more: CMO Momentum 2017: Why Suncorp's Mark Reinke sees platform-based business as the way of the future

Dr Gandhi assumed the newly created position on 6 November and is responsible for integrating new solutions and services from third parties into the Suncorp Marketplace.

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