Louisa Mackay is Group General Manager, New Business Research & Development at Insurance Australia Group, where she’s exploring new strategic opportunities and building internal capability in human-centred design. Louisa has over 15 years experience in customer experience strategy and design, marketing communication and brand and reputation management.  She’s held senior positions at IAG for over the past 10 years, including leading the customer experience team for IAG’s largest business, Direct Insurance, comprising NRMA Insurance, SGIO and SGIC.  During her career, Louisa has advised several leading global brands in both Australia and the UK, including Vodafone and Barclays.  She holds a Global EMBA from The University of Sydney and a Bachelor of Arts in Communication from the University of Technology, Sydney.