Startup Spirit at Scale: Northwestern Mutual's Christian Mitchell on Innovating Agent and Client Experience
How can the traditional world of life insurance adapt and thrive using cutting-edge technology without losing the human touch that clients value?
Join us for an inspiring conversation with Christian Mitchell, Executive Vice President and Chief Customer Officer at Northwestern Mutual. Christian shares the challenges and innovations reshaping the insurance industry today, along with Northwestern Mutual's efforts to modernize their data infrastructure, focusing on transitioning to a client-centered data model and cleaning up data debt. Acknowledging certain challenges such as change management, Christian emphasizes the importance of design thinking and upskilling employees and advisors.
Leadership and talent retention are critical themes as Christian offers insights into creating a respectful and enjoyable work environment while delivering solutions. He shares strategies for attracting top technology talent and advice for young professionals seeking to develop a broad skill set at the intersection of business and technology.
The What’s Your Ethos podcast is brought to you by Ethos Insurance and is hosted by Ethos’ CEO Peter Colis. In each episode, Peter sits down with some of the life insurance industry’s biggest movers and shakers. You’ll hear them talk through their biggest breakthroughs, business insights, and leadership challenges — and get to know them on a more personal level.
Founded in 2016, Ethos is a technology company providing access to instant, accessible life insurance online. Ethos’ mission is to help millions protect their families with access to simple, affordable life insurance. The company has redesigned the application process from start to finish to ensure the customer always comes first. Ethos offers flexible coverage options, access to valuable online tools, and a team of licensed agents ready to help you through it all. Ethos always puts the customer first.
Discussion points:
- Background and career path to Northwestern Mutual
- Looking into the future - AI will be ‘propulsive’
- Increases in longevity may require new value propositions for core products
- Protect and prosper
- Insurance data models need improvement
- Data debt, privacy, client concerns increasing
- Obstacles at Northwestern Mutual, change management
- Successes
- Talent acquisition - 3000 individuals recruited every year!
- Long-term care is vital coverage that needs development
- Christian’s day-to-day leadership focus
- Non-work topics and interests - vintage guitars, Lake Michigan summers, reading Lord of the Rings in French, advice
Resources:
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