Profile
“I will continue to empower and encourage my staff to perform at their best as I have done for the last decade. I will continue to advocate for my clients, embracing new technology and being open to business and industry changes”
Ken Dixon,
Dixon Insurance Services
Sue Coulter is rare among trailblazers. For someone who has spearheaded the digital transformation of AIA, changing Asia’s largest legacy insurer into a customer-focused, digital-first business in less than two years, she’s remarkably humble. Under her guidance, AIA has reimagined the customer, agent, and employee experience, making step changes in digital innovation that will define the future of the business and the industry.
In 2020, AIA created a three-year corporate strategy – Ascend 200 – which was underpinned by a $1bn investment in technology, digital, and analytics (TDA). Since then, this strategy has been systematically transforming AIA into a more customer-centric, world-class, digitally enabled insurer. TDA is re-engineering how AIA serves its customers, reshaping how it innovates and redefining access and reach to help more people with their financial and health protection, while creating significant competitive advantage and return on investment over the long term.
Digital transformation is central to TDA, and Coulter has played a vital role in transforming AIA into a customer-focused, digital-first business that is building lasting relationships with 15 million customers and 150,000 agents across multiple digital touchpoints throughout their lives.
Coulter initiated the deployment of digital-led models and tools to build an organisation that delivers elevated digital experiences for the benefit of customers and agents. Individual needs are met and exceeded through anticipatory engagement, and they receive a frictionless, personalised, and enjoyable experience.
31/F, Hopewell Centre No. 183, Queen’s Road East, Hong Kong
852 2832 6729
mediarelations@aia.com
linkedin.com/in/scoulter
aia.com
Sue Coulter
Head of Group Digital
AIA
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Milestones
“To be able to give back to the community is rewarding and fulfilling. I am honoured to be in a position where I can raise funds for those less fortunate and in need”
Ken Dixon,
Dixon Insurance Services
2010–2014
2014–2016
2016
2016–2018
2018–present
2022–present
General Manager, Business Transformation at Credit Union Australia
2010–
2014
General Manager, Business Transformation & Technology (CIO) at Credit Union Australia
2014–
2016
Stanford Graduate School of Business – Executive Program
2016
Chief Digital Officer at Credit Union Australia
2016–2018: Non-executive director on two boards: Help Me With It, a startup foundation, and the Royal Brisbane Women’s Hospital Foundation
2017: Sponsored a team through the first innovation program with KPMG and partnered with a startup to provide a card-based banking solution and financial literacy program for children
2016–
2018
Group Head of Digitalisation and
Innovation at AIA Group
2018–
present
Chief Executive Officer of Generali Hong Kong
2022–
present
Milestones
Milestones
Sept 2021
Feb 2022
Apr 2022
Jul 2022
Aug
2022
Suncorp Bank introduces Solar Home Bonus offer for customers who are choosing renewable energy for their homes
Sept 2021
Month-on-month market share growth commences
Feb 2022
Suncorp Bank wins the Canstar award for most outstanding value in investment loans
Apr 2022
Suncorp Bank wins Money Magazine’s Bank of the Year and Business Bank of the Year awards for the fifth year in a row
Jul 2022
Suncorp Bank’s turnaround times are the lowest they have ever been. The lender becomes Australia’s first certified carbon neutral bank for both its operation and transaction services
Aug 2022
Milestones
How does he distinguish himself among fellow brokers?
“I believe all brokers are working very hard in a difficult market,” he says. “However, I have demonstrated continued growth, advocacy and performance on my client’s behalf, which is now recognised [for 10 consecutive years] in the Elite Broker awards.”
In 1990, Dixon got started with FAI, working in claims and as a team leader. From the late 1990s up until 2003, he worked at FAI and Suncorp in underwriting and as an area manager at VACC, CGU (South East Queensland). From 2003 to 2012, he got into broking and eventually started Dixon Insurance in 2013. Since then, he’s accumulated numerous acccolades, including Elite Broker, Diversity and Equity, and Fast Broker awards.
During the pandemic, Dixon challenged insurers over the Quarantine Act application to insurance wordings. His argument was that the Quarantine Act does not apply as an exclusion, as the Biosecurity Act was invoked by the Morrison Government, and this was not a subsequent amendment to the Quarantine Act. The test case in the Appeals court was won for Dixon’s client with a unanimous five-judge verdict.
He remains focused on transport, manufacturing, motor trade, engineering and large farm clients.
What are his plans for the future?
On a business level, “more of the same. I will continue to empower and encourage my staff to perform at their best as I have done for the last decade. I will continue to advocate for my clients, embracing new technology and being open to business and industry changes.”
On a personal level, Dixon invests significant time, effort and funds, along with his GT3, to support many charities through his passion for motorsport. From participating in and sponsoring the Thunderbolt Run (which provides tens of thousands of dollars in support for Beyond Blue and Prostate Cancer), to organising and running the Track Knights for Amira charity night where 28 Exotic Supercars raised funds through passenger laps in wet conditions, Dixon states “this is our time to give back to the community and those in need. My friendships and association with those seeking to do the same, allows us to contribute to those less fortunate and raise funds and awareness”.
He adds: “To be able to give back to the community is rewarding and fulfilling. I am honoured to be in a position where I can raise funds for those less fortunate and in need.”
Chief Executive Officer of Generali Hong Kong
2022–
present