Claire, VP Customer Experience – Getsafe Team Stories

My role is to improve the customer experience at Getsafe

2019-10-07
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Do you prefer the mountains or the sea?

Ideally both. For a very long time I have always preferred the sea because I like kitesurfing and diving. But when I moved to Switzerland in 2009, I discovered a passion for the mountains. I just love hiking for a day or longer. The mountains are so beautiful. I even spent my honeymoon hiking on La Réunion where we crossed the island in ten days!

Something funny about you?

I'm really afraid of buttons! I know it sounds strange, but there is even a forum for people who share the same fear. The official name of that fear is koumpounophobia. By the way: Not all buttons are frightening, only those made of plastic with four holes. And no, I don't know why!

Tell us something your friends might not know about you?

Phew, honestly they know everything about me. I am an open book.

What was the last thing you bought for yourself?

Now that I have a 15-month-old daughter, I actually buy everything for her. The last time I actually bought something nice for myself was in February, when I bought a new subscription for my yoga class.

What's the best part about your job? What don't you like?

My job is strategic and operative at the same time. I have a very holistic view of customer journey and work with all the different teams in the company: marketing, data, product development, customer service and business development. It never gets boring. There's nothing I don't like about my job, but sometimes things don't go as fast as I want.

You focus on the topic of customer experience and customer journey. Why are these topics so relevant in the insurance industry?

The customer experience is especially important for products that are perceived as interchangeable. Insurances are often perceived as annoying and non-transparent, while they’re actually fulfilling an important social purpose. Offering a good customer experience is particularly important here. But the reality is different: When I ask others for examples of a good customer experience, I never get examples from the insurance industry. Focus on the customer experience is still lacking here.

What role do you play in this regard at Getsafe?

My role is to improve the customer experience throughout the life cycle of an insurance customer at Getsafe. My overall goal is to create a holistic experience for the customer. To achieve this goal, we create personas based on data. This way, we can find out what needs we already meet and where there is still room for improvement. One of the core needs of our Millennium target group, for example, is flexibility: in order to best address this aspect, we offer our customers the option of booking additional insurance cover and services with just one click but also of cancelling them on a daily basis.

Why do people buy Getsafe?

Our customers buy our products not only because of the price or a recommendation but especially for the experience afterwards. Our insurance experience is simply great.