IAG appoints Emily Roberts as chief customer and marketing officer

IAG has appointed senior American Express executive Emily Roberts as chief customer and marketing officer, with the role commencing 24 November 2025.

Roberts brings some 20 years of experience in customer engagement, marketing and commercial strategy, most recently serving as vice president and general manager of consumer and commercial services for Australia and New Zealand at American Express. She previously held senior leadership roles across the company’s consumer, commercial and merchant businesses.

At IAG, Roberts will lead the customer experience and marketing team, overseeing customer experience, brand strategy and the company’s broader portfolio of retail insurance brands. Her remit includes using customer and community insight to expand IAG’s reach and sharpen the group’s CX and marketing approach.

IAG CEO Julie Batch said Roberts’ background in unifying complex business lines and driving transformation made her the right appointment at a pivotal moment for the group.

“Emily has a proven ability to unify complex business lines, drive transformation and deliver sustained customer growth, balancing commercial outcomes with customer-centricity,” Batch said. “We’re thrilled to welcome Emily during NRMA Insurance’s centenary year to lead our customer and marketing strategy as we deliver on our promise as A Help Company.”

Roberts said she was looking forward to shaping the group’s customer and marketing agenda.

“IAG has an enviable portfolio of trusted brands that have helped Australians protect what matters and supported them in times of need. I’m excited to join this talented team to lead our customer and marketing strategy.

"Together, we have an incredible opportunity to drive growth and deliver value for our customers, our people and communities across the country,” she said.