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Nermala Narayanan is a seasoned professional with extensive experience in customer experience management across various prominent organizations. Currently serving as the Head of Customer Experience at Generali since April 2023, Nermala previously held the same position at AXA from March 2011 to April 2023. Additional roles include Customer Relations Manager at Pantai Hospital Kuala Lumpur and Branch Operations Manager at Allianz Malaysia. Nermala started a career in customer service as Contact Center Manager at Hong Leong Assurance Berhad and began in public relations as a Public Relations Assistant at RHB Banking Group. Educational qualifications include an MBA in Business and Management from USC Australia, along with professional certifications from the Malaysian Insurance Institute and CIM | The Chartered Institute of Marketing in Marketing Management. Nermala has also been educated at the Malaysian Institute of Management.