What if you could double your underwriting capacity without doubling your headcount? The answer lies in transforming how people, processes, and technology work together.
In this episode of Making Risk Flow, host Juan de Castro speaks with Kirsten Charlton, VP Operations and Transformation at Nationwide, where she leads operations and transformation in commercial underwriting for middle markets. Kirsten explains how to balance scope with speed, use the Model Office approach to test changes before scaling, and build a transformation team driven by curiosity. She also explores why executive sponsorship, continuous dialogue, and dedicated transformation teams are essential to lasting success. From measuring benefits without chasing perfect attribution to navigating the human side of digital transformation, Kirsten shares practical insights for leaders looking to turn ambitious change programmes into measurable business outcomes.
Kirsten Charlton is Vice President of Operations and Transformation for Commercial Underwriting at Nationwide, where she leads large-scale transformation initiatives across middle-market operations. With over 20 years of experience, she specialises in process improvement, organisational change management, and technology implementation within commercial insurance. A strong advocate of the Model Office framework, Kirsten and her teams leverage this collaborative approach to test changes in a live environment, reduce implementation risks, and validate operational benefits before wider rollout. Combining expertise in risk management and insurance with a strategic, operational mindset, she builds collaborative teams that translate business strategy into measurable results.
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