Meet Leonie Clues, Head of Market Insight and Customer Relationship Management

Tell us something about your new role and what you hope to achieve.

I lead our Market Insight and Customer Relationship team across MIB's services, including Navigate (the MID and MIAFTR), CUE and My Licence, as well as client companies the Insurance Fraud Bureau (IFB) and the Employers Liability Tracing Office (ELTO).

The long-term goal is to create a culture where the needs of our members, customers, and partners are truly at the centre of everything we do. To be an organisation that is always looking for new ways to create value for our members and support the industry in preparing for future challenges.

In terms of my role, that starts with shaping the experience our members get when they work with us. Making sure we're working together in the right way and that they are always engaged and part of the conversation about the work we do. Whether that's supporting victims of uninsured and hit-and-run driving, getting uninsured drivers off the roads, improving our data services, working with IFB to support the fight against fraud, or making it easy for people to trace their employer's insurer through ELTO.

This newsletter is one of many ways we are improving how we work and communicate with you, but of course, there's still more we need to do.

Tell us a bit about your background.

Prior to MIB I was at BGL Insurance for over twenty years, starting my career in finance where I qualified as an accountant, before moving over to commercial finance to manage the home insurance product. I then moved over to customer experience, which was where I first began to focus on understanding what customers need and value, where the business was against those expectations, and then developing a strategy to transform customer experience by delivering improvements that make a real difference.

From there, as Senior Corporate Partnerships Manager, I led an account for the Lloyds Banking Group, a role that spanned just about every aspect of the insurance business – everything from trading, strategy, customer experience, including delivery of modern and intuitive digital experiences for customers, and using data to find opportunities to develop new products and grow their customer base.

I hope to bring that experience to MIB and work alongside our talented team and industry colleagues to continue strengthening those vital relationships. I can't promise we'll have all the answers or be able to do everything you want from day one, but we will listen and commit to delivering a better experience that provides value to our members.

What's the most important takeaway for our members reading this?

Everything we do relies on relationships and collaboration with our members. We always want to hear about what matters to you, what we're doing well, and where we can improve.

You can reach me or my team any time at: CustomerEnquiries@mib.org.ukby email