Carola Moore, AIA
Carola Moore is currently the Head of Retained Client Claims Operations at AIA Australia. Driven by a passion for improving the human experience, she has developed a track record of human-centered transformation. Her core belief is that highly engaged and empowered people create exceptional experiences for customers; and that highly satisfied customers form strong bonds with organizations that truly care for them.
Carola has a diverse background, gained through performing not only a number of L&D roles but also leadership, business operational and transformation roles across five industry sectors and three countries. Carola has spent the last 10 years in the Canadian rehabilitation and Australian life insurance sectors. These experiences are supported by postgraduate qualifications in Psychology and Leadership, as well as courses in Behavioural Economics and Human Centered Design.
Carola is currently a member of the ANZIIF Life Insurance Professional Standards Working Group, and the ALUCA Education Working Group. As member of these groups, she is actively involved in defining what good capability looks like in an insurance context, and how the industry might achieve this high standard.
In the last 3 years Carola has won two industry awards and was the runner up in another two, and has had the successes of one of her programs published at a time when the Australian media was reluctant to publish good news stories about insurers.
Carola is passionate about contributing her knowledge, experience and effort to the noble cause that is life insurance.