How Will Two New AI Chiefs Transform Zurich Insurance?

Zurich Insurance Group is turning the dial on its strategic evolution towards AI with two senior C-level appointments drawn from outside the traditional insurance sector. 

The company has appointed Terry Powell as its new Group Chief Technology Officer and brought Cristina Ghetti on board as Group Head of Digital Employee Experience. 

Both are set to take up their positions on 20 October 2025, reporting to Ericson Chan, who is the Group Chief Information & Digital Officer.

Discussing the double announcement, Ericson says: "I am thrilled to welcome Terry and Cristina to Zurich. Their extensive leadership in artificial intelligence in the retail and fintech space is precisely the expertise we need to accelerate our digital transformation and further promote AI adoption. 

“They bring a vital customer-centric approach that will greatly elevate the experience for both our customers and employees".

Importing customer-centric expertise

The career histories of the new appointees show a deliberate shift on the part of Zurich to import expertise from customer-facing industries. 

For example, Terry previously managed IT transformation at ANZ Bank and spearheaded AI-led customer initiatives at Domino’s Pizza. 

His new mandate at Zurich will be to embed AI within the company's core technology infrastructure with the aim of boosting resilience and operational efficiency. 

Cristina Ghetti brings a strong track record in promoting large-scale technology adoption within major consumer goods corporations. 

Her tenure at Nestlé involved overseeing one of the sector’s most significant AI tool deployments. 

At Zurich her primary objective will be to cultivate AI fluency across the workforce ensuring employees are equipped to leverage the technology effectively.

AI's transformative role in insurance

This strategic move at Zurich mirrors a sector-wide trend where insurers are increasingly harnessing AI to redefine their operations. 

The technology is being deployed to streamline complex processes like claims handling and to bolster fraud detection systems. 

Insurers are also using AI-led analytics to refine underwriting models which could lead to more precise risk pricing. This technological move is also fostering innovation in product development with data-centric offerings like usage-based policies becoming more prevalent. 

Developments show AI is being applied across the insurance value chain to manage both new and existing risks. Large language models are analysing vast datasets to more accurately assess underwriting risks and identify fraudulent activity. 

This allows for faster settlement of legitimate claims and helps automate billing processes.

From experimentation to enterprise integration

These hires are the latest development in Zurich’s ongoing exploration efforts to explore the potential of AI across its operations. 

The company is no stranger to innovation. It previously encouraged internal innovation through its 'Agentic AI Hyper Challenge', which produced over 200 prototypes aimed at solving industry challenges. 

In addition, it has also consistently engaged with the insurtech ecosystem through investments and partnerships to accelerate its digital journey. 

The appointments of Terry and Cristina signal an intent to industrialise these efforts, moving from experimentation to enterprise-wide implementation. Insurers are also using the technology to get ahead of emerging threats, such as the risks associated with autonomous vehicles. 

This includes preparing for new liability frameworks and assessing novel risks like the potential for cyberhacking of vehicle systems. 

This proactive stance could show how AI is becoming essential for monitoring and adapting to a rapidly changing risk landscape. Their backgrounds in retail and consumer goods suggest Zurich is prioritising a user-centric approach to its AI transformation.