Tom Gosnell has been passed the technology leadership baton at CUNA Mutual Group (Madison, Wis.; $2.64 billion in 2005 revenue), leaving former CIO Rick Roy to concentrate on his new role as senior vice president of customer operations. As part of a three-year transformation effort, last year CUNA Mutual created the customer operations unit, which consolidated widely distributed back-office operations, such as claims and call center.
Roy, who is happy to be able to concentrate on his new role, foresees an outstanding degree of business/IT alignment prevailing between the former and new CIO. "It's a great opportunity for us to have IT sitting at the table with our business leaders as part of the business transformation, not as something separate and distinct," he says.
Gosnell, who spent 11 years with Accenture, says he will apply his considerable experience of managing technology transformation projects. "CUNA Mutual has been very good at running the day-to-day operations, but hasn't had a large transformational project to do at the same time," he comments. Gosnell says he will also focus on bringing CUNA Mutual to what he calls the next level of customer intimacy, addressing the product and service needs of the carrier's credit union customers' membership. Other key objectives include a focus on "speed to value" from a project/program management standpoint, and the establishment of a reputation for the company as an innovator of products and services in the credit union marketplace.
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Anthony O'Donnell has covered technology in the insurance industry since 2000, when he joined the editorial staff of Insurance & Technology. As an editor and reporter for I&T and the InformationWeek Financial Services of TechWeb he has written on all areas of information ... View Full Bio