Jessica Henley
About Jessica Henley
Jessica Henley serves as the Customer Insights Manager at QBE Insurance, where she has worked since 2017. With a strong background in personal injury management and customer service, she focuses on enhancing customer experience through analytics and coaching.
Work at QBE Insurance Group
Jessica Henley has been employed at QBE Insurance since 2017, currently holding the position of Customer Insights Manager. In this role, she operates from both Parramatta and Newcastle, Australia. Her responsibilities include managing a team that focuses on critical analysis of customer feedback, particularly through the Net Promoter Score (NPS) and the dispute resolution process. She provides support and coaching to frontline staff and leaders, aiming to improve customer experience and enhance overall performance. Prior to her current role, she served as a Senior Case Manager and held various managerial positions within the company.
Education and Expertise
Jessica Henley has a diverse educational background. She studied at Griffith University, where she earned a Master's degree in Personal Injury Management and a Graduate Certificate in the same field. Additionally, she completed a Certificate IV in Occupational Health and Safety at TAFE. Her studies also include a focus on Leadership & Management through STRIDE Learning Association. Furthermore, she has training in Project Management from the University of California, Irvine, and has completed courses in Human Resources Management and Return to Work Coordination. This educational foundation supports her expertise in customer insights and management.
Background
Jessica Henley's career spans over a decade in the insurance and management sectors. She began her professional journey at Manchester Unity as a Policy Specialist before transitioning to Suncorp Group as a Case Manager. After her time at Suncorp, she joined QBE Insurance, where she progressed through various roles, including Service Manager for Workers Insurance and TMF, before becoming Customer Insights Manager. Her experience encompasses both frontline and managerial positions, providing her with a comprehensive understanding of the insurance industry.
Achievements
Throughout her career, Jessica Henley has focused on changing the perception of insurance by prioritizing people over processes. She utilizes analytics, training, and coaching to enhance customer experience. Her leadership in managing a team that specializes in analyzing customer feedback through NPS demonstrates her commitment to improving service quality. Jessica's educational achievements, including her Master's and various certifications, further underscore her dedication to professional development and expertise in her field.