TAL names chief customer and health officer

TAL has promoted its general manager of consumer and growth as chief of customer and health officer, as the life insurer moves to bring customer experience, health outcomes and community engagement closer together.

TAL has announced the appointment of Alexis Denby to the role of chief customer and health officer effective 1 October 2026. In her new role, Denby will join TAL's executive team and oversee customer experience, brand and community initiatives.

The appointment comes as TAL seeks to expand its role beyond claims, payments, including its response to the growing community impact of mental health and the support provided to customers through prevention and recovery.

TAL group chief executive and managing director Fiona Macgregor said the appointment reflected the importance of customer and health outcomes to the insurer's future.

"Lexie is a highly respected leader who combines deep customer insight, commercial acumen and a genuine passion for improving outcomes for customers and their families," Macgregor said.

Denby has more than 20 years' experience across customer strategy, digital transformation, brand, partnerships and growth. Having joined TAL in 2014, she most recently served as general manager, consumer and growth, where she led initiatives to evolve and digitise TAL's consumer business and develop new propositions and sales channels.

In her new role, Denby will also represent TAL in engagement with consumer groups, mental health organisations, government and industry bodies, including the Council of Australian Life Insurers (CALI) and TAL's mental health action and consumer consultation groups.

Before joining TAL, Denby held senior sales, marketing and digital roles at GE Capital and Telstra, including work spanning digital customer experiences, acquisition campaigns and growth across multiple markets.

Macgregor said Denby had consistently challenged the insurer to rethink customer needs and strengthen its customer support for Australians.

"Her curiosity, challenger mindset and commitment to continuous improvement will be invaluable as we continue to evolve our business and deliver on our purpose of protecting people, not things," Macgregor said.

Denby said the role would allow her to build on TAL's focus on supporting customers and their families.

"Like so many in this industry, I have experienced firsthand the impact protection can have on families, and this motivates me every day,' Denby said. "My passion for continually questioning and evolving to meet customer and partner expectations means I'm delighted to have the opportunity to lead a team focused on innovation, great service and better outcomes."