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Santam Insurance

I am an Independent Accredited Customer Experience Advisor with over 25 years in insurance and financial services. I specialize in designing and governing customer experience strategies across complex, regulated sectors, advising senior leadership and boards. I provide independent, evidence-based advice focused on long-term client success, emphasizing empathy and collaboration to create human-centered solutions that foster sustainable growth and strengthen relationships with clients, brokers, employees, suppliers, and partners. I lead enterprise-wide CX transformations, ensuring compliance, measurable value, and strong governance while maintaining high customer satisfaction and regulatory standards.

My career spans prominent organizations such as University of Durban Westville, now Known as UKZN, Investec Bank, PPS, ABSA, Nedbank, Liberty Group, and currently Santam Group.

I began my career as a lecturer at the University of KwaZulu-Natal. Additionally, she has served on several boards, including the City of Johannesburg Group Risk Governance, Johannesburg Market Theatre, and presently the Unisa Graduate School of Business Leadership Advisory Board.

I hold a BCOM degree, BCOMM Honours, an MBA, a Diploma in Customer Experience with Distinction, and have completed Advanced Short Term Insurance Programs through UNISA. I also hold a Representative and Key Individual certification and currently a Fellow with the Insurance Institute of South Africa.

I was recently recognized as a Global CX Leader finalist in 2023 and Accredited CX Advisor by BP group, and the Customer Experience Africa Awards (CXA) Leader of the year 2025 finalist. My exceptional leadership, strategic vision, and ability to inspire teams are driving real impact and setting new benchmarks in customer experience excellence.

Throughout my corporate career, I have chaired various forums, including the Customer Experience Forums, Complaints Management Forum, Policy Protection Rule 18, Treating Customers Fairly Forum, and the Client Communication Committee. I was also a member of the SAIA Treating Customers Fairly forum for short-term insurance and a former President of the Women of Santam Women.

I am deeply committed to stakeholder experience, consistently advocating for the unheard voices during meetings or forums and boardrooms. She attentively monitors service providers’ experiences on a personal level and provides candid feedback, whether positive or negative.