Head of Customer Experience & Insight, Aegon

Iain leads the CX & Insight team at Aegon, a pension and investments provider with over 4 million UK customers.  Iain’s responsibilities include ownership of NPS/Csat measurement and CX improvement, research and insight with a focus on behavioural insight and Aegons ‘Connecting with Customers Programme’ which is a CX culture initiative designed to better connect Aegon employees with customer needs and expectations.