Job Title: Customer and Reputation Advocate
Company: Bupa (Australia)
Ayela Thilo is currently the Customer & Reputation Advocate for the Bupa Australia & New Zealand business. Prior to this she held the positions of Director, Customer Experience for Bupa’s Health Insurance business.
Before joining Bupa, Ayela was a corporate lawyer who worked both in private practice and in-house in a number of industries including fast moving consumables and petroleum.
In 2004, Ayela joined MBF in the Legal Department. She represented the MBF group in industry consultations with government and regulators during the reform of private health insurance regulation in 2007.
Following the Bupa merger in 2008, Ayela was appointed Head of Health Policy & Regulatory Relations becoming Head of Bupa’s Government, Policy & Regulatory Affairs function in 2012. Ayela holds an Arts degree (majoring in Psychology) from Macquarie University and a LLB (first class honours) from the University of Technology Sydney. She completed a double Masters (MBA and Policy & Politics) with Deakin University in 2016.
This presentation will look at how culture is the key enabler to transforming the organisation to a customer centric one and how to bring the leadership and organisation on the journey – Shifting the focus of a transformation project from being purely technology to delivering customer outcomes.