The Chartered Insurance Institute and Personal Finance Society have announced the appointment of a chief digital and information officer, hired from the UK Space Agency.
Mathew Mallett, will leave his position as chief digital and information officer at the UK Space Agency to take up the role delivering the CII Group’s IT functions.
According to the CII the move reflects the challenges the CII has faced in recent years and its ambitions for the future.
Working alongside the CII’s current chief operating officer, John Bissell, Mallett will focus on “providing a modern and progressive digital experience” for CII and PFS members, customers and staff.
Chief executive of the CII, Alan Vallance, said: “Since arriving in August, I’ve had the opportunity to review how the CII serves its members and customers and it is clear there’s opportunity for improvement.
“We are already in the process of transforming our customer and member experience, and Mat’s arrival, alongside our current COO, will sharpen our focus further, as part of our commitment to improving the way we deliver value for our members, learners and corporate customers.”
Mallett added that a focus on serving customers and members better needs to run through every aspect of the group’s digital and technology development.
Referring to the roll out of a relationship management system early next year, Mallett said this will make a big difference to customer and member experiences.
Interim chief executive of the PFS, Don MacIntyre added: “The PFS shares the ambition of the CII, to deliver an exceptional experience for our members and customers. I’m delighted to have Mat join the CII Group, bolstering the senior leadership and giving us the capacity to achieve our customer goals.”
The CII has recently experienced a number of technology related incidents in the past few months and years.
In particular, issues have centred around the CII’s exam system.
Earlier this month, the CII suffered from technical issues after an adviser queried why he could not log into his Continuing Professional Development (CPD) account.
Just last week, FTAdviser learned that CII member data was accessed in a cyber attack.
At the time, the CII said it immediately took steps to secure the systems and appointed external IT experts to investigate the incident and identify any impact on members’ and customers’ personal data.
jane.matthews@ft.com
