Why Digital Employee Experience Drives Value in Insurance

As insurers accelerate AI adoption, a focus on employee experience is emerging as a critical strategic priority for C-suite leaders seeking to unlock productivity and competitive advantage.

Zurich Insurance Group is placing employee experience at the centre of its AI strategy, with senior appointments that could signal a shift in how insurers approach digital transformation.

The insurer has named Terry Powell as its new Group Chief Technology Officer and Cristina Ghetti as Group Head of Digital Employee Experience, with both taking up their roles in late 2025 and reporting to Ericson Chan, Group Chief Information & Digital Officer.

The creation of a dedicated senior role focused on digital employee experience reflects a growing recognition that technology adoption depends on workforce readiness.

Cristina's appointment suggests Zurich Insurance is prioritising the human side of its AI transformation, ensuring employees can effectively leverage new tools rather than simply deploying technology across the organisation.

"I am thrilled to welcome Terry and Cristina to Zurich," said Ericson in a statement discussing the new appointments.

He adds: "Their extensive leadership in artificial intelligence in the retail and fintech space is precisely the expertise we need to accelerate our digital transformation and further drive AI adoption. They bring a vital customer-centric approach that will significantly elevate the experience for both our customers and employees."

Building AI fluency across workforces

Cristina brings a strong track record in driving large-scale technology adoption within major consumer goods corporations.

Her tenure at Nestlé involved overseeing one of the sector's most significant AI tool deployments. At Zurich Insurance, her primary objective will be to cultivate AI fluency across the workforce, ensuring employees are equipped to leverage the technology effectively.

This focus on employee capability development could prove critical as insurers navigate the complexities of AI implementation. The appointment of a leader specifically tasked with digital employee experience suggests that workforce enablement is being treated as a strategic priority rather than a secondary consideration in technology rollouts.

Terry's career path signifies a deliberate move to import expertise from customer-facing industries.

He previously drove IT transformation at ANZ Bank and spearheaded AI-led customer initiatives at Domino's Pizza. His mandate at Zurich will be to embed AI within the group's core technology infrastructure, aiming to boost resilience and operational efficiency.

The strategic importance of these appointments reflects a broader industry recognition that successful AI transformation requires more than technological capability.

It demands a workforce that understands how to apply AI tools effectively in their daily operations, making employee experience a competitive differentiator.

Importing expertise from consumer sectors

Both appointments draw talent from outside the traditional insurance sector, with backgrounds in retail, fintech and consumer goods. This external perspective could bring fresh approaches to employee experience design, applying lessons from industries known for customer-centric digital experiences.

The technology is being deployed across the insurance value chain to streamline processes like claims handling and bolster fraud detection.

Insurers are using AI-driven analytics to refine underwriting models, leading to more precise risk pricing. Large language models are analysing datasets to assess underwriting risks and identify fraudulent activity, allowing for faster settlement of legitimate claims.

For these technological capabilities to deliver value, employees need the skills and confidence to work alongside AI systems.

This requires structured approaches to training, change management and tool design that prioritise usability and adoption.

Cross-industry talent acquisition is becoming increasingly common as insurers seek to accelerate their digital maturity. Leaders with experience in fast-moving consumer sectors bring methodologies and cultural perspectives that can help traditional insurers adapt more quickly to technological change.

Moving from experimentation to implementation

These hires are the latest development in Zurich Insurance's ongoing exploration of AI's potential.

The company recently encouraged internal innovation through its 'Agentic AI Hyper Challenge', which produced over 200 prototypes aimed at solving industry challenges.

Zurich has also consistently engaged with the insurtech ecosystem through investments and partnerships to accelerate its digital journey.

The appointments of Terry and Cristina signal an intent to industrialise these efforts, moving from experimentation to enterprise-wide implementation.

Their backgrounds in retail and consumer goods suggest Zurich Insurance is prioritising a user-centric approach to its AI transformation, applying this lens to both customer and employee experiences.

This strategic pivot at Zurich Insurance mirrors a sector-wide trend where insurers are increasingly harnessing AI to redefine their operations. Insurers are also using the technology to get ahead of emerging threats such as the risks associated with autonomous vehicles, including preparing for new liability frameworks and assessing novel risks like cyber-hacking of vehicle systems.

This proactive stance demonstrates how AI is becoming essential for adapting to a rapidly changing risk landscape, requiring workforces with digital fluency to operate effectively in these evolving environments. The focus on employee experience ensures that technological investment translates into practical capability across the organisation.