Jill Baptist

​Executive General Manager, Customer Futures
Sydney, Australia

I lead the Customer Futures team within IAG’s Customer Labs division, reporting the Chief Customer Officer.  I previously led major change projects as Program Director role for the Customer and Product & General Manager, Customer and Marketing for Personal Insurance.

I've enjoyed a lengthy career in Financial Services, firstly in Financial Markets in London (CSFB, Kleinwort Benson) followed by 17 years with Westpac/Bank of Melbourne in Sydney and Melbourne with roles as diverse as Head of Commercial Banking, Head of Business Banking Strategy, National Manager, Call Centre Strategy and Operations, Head of Virgin Credit (JV) Card customer delivery and General Manager, Branch Banking NSW.

Building deep customer understanding and empathy is key, along with a clear understanding of the intended experience organisations are aiming to deliver and the creation of the cultures which support that delivery - and its people to thrive. 

I hold a degree in Politics and Law, an MBA, has completed the advanced leadership program at IMD university in Lausanne and the Australian Institute of Company Directors programme.

Away from work, I volunteer as an active firefighter in the NSW Bushfire Brigade and Board director and Chair of Womensport NSW- a not for profit organisation dedicated to promoting participation of women and girls in sport .

I also spent 3 years as a director of NSW Combat Sports Authority Board (NSW government appointment).

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