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Head to Head with Heather Smith (LV= General Insurance Direct)

Each week our CEO, Jo Causon interviews a business leader to discuss the challenges their organisation is facing. Jo’s guest this week is Heather Smith, Managing Director of LV= General Insurance Direct.

About Heather Smith – Managing Director, LV= General Insurance Direct:
Heather has over 25 years’ experience in Financial Services across a range of leadership roles covering direct distribution, operational leadership, brand, marketing and digital.

At LV General Insurance and previously at Aviva, Heather has led significant change in the organisations moving the customer interactions and services to digital first. This has involved cultural change at the heart of the organisation.

Heather leads LVs General Insurance business and ensure that a clear vision for the business with full engagement of our people in the vision so that they can understand it, challenge it and ultimately be trusted to deliver it works.

About Jo Causon – CEO, The Institute of Customer Service:
Jo joined The Institute as Chief Executive in 2009. Since then, she has driven membership growth by 150 percent and established the UK Customer Satisfaction Index as the country’s premier indicator of consumer satisfaction, providing organisations with an indicator of the return on their service strategy investment.

Working across the public, private and voluntary sectors, Jo provides strategic advice to boardrooms to raise the standards of service across the UK, providing evidence of the connection between customer satisfaction and operational efficiency and profitability.

Any questions, please email



Wed 17th February 2021


3:30 pm - 4:00 pm



Virtual Event


The Institute of Customer Service


The Institute of Customer Service
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