New Customer Advocate appointed

icare has announced the appointment of Melanie Howard-McDonald as the new Customer Advocate charged with being the voice of the customer.

As Customer Advocate, Melanie will be central to improving the customer experience across all of the services icare and its partners provide. Melanie will provide recommendations to management on enhancing the end-to-end experience along the entire customer journey.

This will be a key component of icare's strategy to focus on customer outcomes across the organisation, ensuring that the people we serve are at the centre of decision-making.

This independent voice, within the Risk and Governance function, will work closely with icare's Customer Experience team and other senior leaders across the business to drive real enhancements to services.

Melanie joins icare from AMP Group where she held the role of AMP Customer Advocate. Previously, she held senior roles as Head of Office, Chief Customer Officer at AMP Group as well as Deputy General Counsel and Head of Marketing Legal Team at Vodafone. 

Melanie begins at icare on 2 August 2021 and will build on the customer advocate work already undertaken to better understand customer experiences.

View the Customer Advocate reports