UK health and life insurer The Exeter has appointed Suzy Esson as chief operating officer, effective 1 April 2025, as the mutual continues to drive its transformation programme and strengthen customer service.
Esson brings more than three decades of experience in financial services and was most recently chief operating officer and a board member at Holloway Friendly. There, she led a range of operational functions, including underwriting, claims, and adviser servicing.
At The Exeter, she will lead customer service teams, including underwriting and claims, alongside the insurer’s change teams. Her immediate focus will be to build on the recent launch of the company’s multi-benefit protection platform and support ongoing transformation initiatives aimed at improving the experience for members and advisers.
She will sit on both the board of directors and the executive leadership team.
The creation of the chief operating officer role sees Claire Hird move from her previous position as customer service director to become head of outsourced operations.
Isobel Langton, CEO of The Exeter, said: “I am excited to welcome Suzy to The Exeter as chief operating officer at what is an important time in our business transformation journey. The recent launch of our multi-benefit protection platform was the first of several developments that we are investing in to further enhance the experience we provide our members and advisers.
“Suzy’s senior leadership experience across a range of operational functions coupled with her passion for enhancing customer outcomes will be key in supporting our teams in the delivery of ongoing transformation projects. Suzy will also play an important role in helping to drive The Exeter’s future success as a member of our executive team and board of directors.”
Suzy Esson added: “I am thrilled to be joining The Exeter at such an exciting time, as the organisation continues with its ambitious transformation and unwavering commitment to delivering exceptional service.
“This focus on excellence is a passion that I share, particularly in enhancing the experience provided to customers and ensuring exceptional service at every touchpoint. I look forward to working closely with the teams, building on the outstanding work already accomplished, and playing a key role in driving the future success of the business.”
