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Gem JianwaroPassant - Expert Spotlight

What is your role now since leaving corporate life? 

I’m working as an independent consultant offering expertise in a number of areas; primarily Customer Experience but also marketing, comms, programme management and operational transformation.

How long have you been an expert of Camelot?  

10 months.

Have you been a panel expert on any Road Tests?

Verisk road test, refining their pitch of a new tech model. Really enjoyed helping them, like editing in real time! I also love the Insurtech clinics, of which I’ve done many. It is so interesting and I love being able to help people build on their ideas.

Area of expertise

Customer Experience in the widest sense, which to me includes culture change, operational transformation, programme management, internal and external comms and all kinds of data and insight to inform where to improve. 

Highest/proudest most recognisable previous role

I am super proud that I’ve led CX at three very different insurers (Aviva, LV= and ManyPets) who were at completely different stages so required quite different approaches, from transformation of legacy to propositions to supporting rapid growth. 

How long have you been doing this subject/area

20 years!

Please can you provide some examples of recent projects/professional high point that you’ve worked on?

My most recent projects have been working with start up insurers doing discovery work to help them assess what they need to prioritise.  As always there’s so much for them to do and limited time and resources. I have really enjoyed these projects as it uses my varied skills and enables the start ups to get clarity that is sometimes hard to see from the inside when you’re so close to something. 

What is your unique selling point? What makes your business approach unique?

My ability to improve CX and EX whilst also reducing costs and improving efficiency. People think this is a myth, but in my view it’s the only way to do it. Bad experience costs money! I take the insight from those three areas and work on what creates improvement across the board. 

Do you have a Favourite quote?

“When we strive to become better than we are, everything around us becomes better too.” The Alchemist by Paulo Coelho

Any professional goals for the upcoming year?

To do interesting work with good people, that makes a difference and pays the bills plus a bit more!

And… Last but not least, how does being an expert of Camelot help you/or add value to your business? 

Being a part of Camelot has been invaluable to me as I’ve been starting out on this consultancy path. It can be a bit overwhelming at first and I think I’d have felt quite lonely if I didn't have Camelot to connect with. 

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