Zurich Insurance Group is accelerating its artificial intelligence strategy with the appointment of two senior executives from outside the traditional insurance sector. Terry Powell, formerly of Domino’s Pizza and ANZ Bank, has been named Group Chief Technology Officer. Cristina Ghetti, who joins from Nestlé, will serve as the new Group Head of Digital Employee Experience. Both executives will report to Group Chief Information and Digital Officer Ericson Chan and will begin their roles on October 20, 2025.
The hires signal a deliberate shift for the insurer, aiming to embed AI deep into its core operations and close the technology gap with faster-moving industries like retail and fintech. By bringing in expertise from consumer-focused brands, Zurich intends to leverage proven strategies for large-scale AI implementation, focusing on both technological infrastructure and workforce adoption. The move follows an internal innovation drive that produced over 200 AI prototypes, indicating a transition from experimentation to enterprise-wide deployment of AI-driven solutions.
New Leadership from Consumer and Tech Sectors
The appointments of Powell and Ghetti represent a strategic move to infuse Zurich with experience from sectors that have already navigated the challenges of implementing AI at scale. Ericson Chan, Group Chief Information & Digital Officer, stated that their leadership in the retail and fintech spaces provides the expertise needed to accelerate Zurich’s digital transformation and drive AI adoption. He emphasized the customer-centric approach they bring, which is expected to elevate the experience for both customers and employees.
Terry Powell to Helm Technology Strategy
As the new Group CTO, Terry Powell is tasked with leading the company’s group-wide technology strategy and embedding AI into Zurich’s foundational infrastructure. His responsibilities include strengthening system resilience while improving efficiency and productivity. Powell’s background includes significant transformation projects. At Domino’s Pizza, he spearheaded AI-led initiatives that managed complex logistics like predicting delivery times and optimizing kitchen workflows. He also has a background in the financial sector, having led IT services transformation and cloud adoption at ANZ Bank and simplified core insurance systems at Suncorp Group.
Cristina Ghetti to Champion Employee AI Adoption
Cristina Ghetti’s role as Group Head of Digital Employee Experience focuses on the crucial human element of technological transformation. She will lead company-wide upskilling initiatives designed to equip employees with AI skills, fostering broader adoption and productivity. At Nestlé, Ghetti managed one of the consumer goods sector’s most ambitious AI rollouts, including the integration of GPT-based tools for internal use. Her experience extends to her time at Coca-Cola European Partners, where she delivered a multi-year digital roadmap and oversaw post-merger IT integration.
Accelerating Enterprise-Wide AI Integration
Zurich is moving beyond isolated experiments and toward a full-scale integration of AI across its business functions. The company has already been utilizing large language models (LLMs) to analyze underwriting data, process medical records, and assess property information to price risk more accurately. This technology is also being used to scan claims for fraudulent patterns by comparing new submissions against extensive historical data.
The hiring of Powell and Ghetti is intended to build on this foundation, applying lessons from retail and consumer goods industries that have long used machine learning for inventory management and customer service. This strategy aims to avoid common pitfalls and accelerate the deployment of robust, scalable AI systems. The focus is on making AI a core part of the infrastructure to enhance speed, resilience, and cost-efficiency.
Strategic Implications for the Insurance Industry
Zurich’s proactive approach in recruiting AI talent from outside the insurance industry may set a new precedent for the sector. As insurers work to catch up with other industries in AI implementation, the trend of hiring technology leaders with diverse, customer-centric backgrounds is growing. This strategy is expected to enhance Zurich’s competitive edge by streamlining processes and improving customer interactions. The success of these initiatives will be closely watched by industry peers and could trigger a broader shift toward digital transformation across the insurance landscape.
Transforming Core Insurance Operations
The impact of AI is being felt across the entire insurance value chain, from underwriting and claims processing to risk assessment. Insurers are using AI to evaluate emerging risks, such as liability questions surrounding autonomous vehicles and cybersecurity threats to connected cars. Furthermore, AI is the engine behind usage-based insurance policies, which rely on real-time processing of telematics data to adjust premiums based on actual driving behavior.
The new leadership at Zurich is expected to drive AI deeper into these core functions. The plan involves establishing a central AI platform, standardizing data pipelines, and implementing clear governance for model risk management. Key areas targeted for improvement include claims settlement, broker submissions, fraud detection, and billing automation.
Focus on Workforce and Customer Experience
A central pillar of Zurich’s strategy is the dual focus on enhancing both employee capabilities and the customer experience. Ghetti’s role, in particular, highlights the importance of workforce enablement. By building AI fluency and ensuring employees are equipped to use new tools, Zurich aims to make daily work simpler and more efficient. This internal focus is matched by an external one, with the ultimate goal of leveraging AI to provide more personalized and efficient services to customers. The expertise brought by leaders from customer-facing brands like Domino’s and Nestlé is seen as vital to achieving this objective.