Webinar: From Surviving to Thriving: Designing the Employee Experience Post COVID-19

The COVID-19 new world of work did not happen gradually. It didn’t wait for us to line up the processes, the technologies and the people. It happened almost overnight, with little warning. 

Remarkably, most of us have risen to the challenge and our workforces were connected and functioning faster than we believed possible.

Now leaders are faced with a new challenge: how to deliver an experience for their employees that will enable them not simply to survive but to thrive in a new world of work that will never be the same again.

This session will draw on MIT CISR research to:

  • Learn more about what it takes to lead a fully distributed workforce
  • Explore what high-performing companies are doing to design their new COVID-19 employee experience
  • Consider what impact the lessons learned are likely to have on the post COVID-19 ways of working

This session will also provide participants with an understanding of the challenges and key learning experienced by a general insurance company and life insurance company as they transitioned to the new digital space.


Registrations for this webinar are now closed. Visit ANZIIF webinars to find out what's coming up.

For further information about this professional development program, please contact Rachel Magill, Team Leader - Events.


  • Kristine Dery

    MIT Sloan School of Management

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    Kristine Dery

    Research Scientist
    MIT Sloan School of Management

    Kristine Dery is a Research Scientist at MIT Sloan School of Management in the Massachusetts Institute of Technology Center for Information Systems Research (MIT CISR). 

    Kristine’s research in the dynamic between technology and the way people work has been a focus of her publications and teaching for the last fifteen years. Currently, she is investigating how organizations design their employee experience to enable their people to deliver value in the digital world.

    Her research questions focus on: (1) how digital capabilities are deployed internally to create more effective ways of working and (2) the impacts of new ways of engaging with talent in the digital era. This work has stemmed from a historical research focus on the relationship between HRM and IT, mobile connectivity, human resource information systems, gamification, and remote working.

    Kristine serves as a Senior Editor for MIS Quarterly Executive and has published in Sloan Management Review and other leading academic and practitioner publications. Prior to her academic career, Kristine held management roles in the tourism and airline industries in Australia, New Zealand, and the UK. Kristine is based in Sydney and is responsible for fostering research relationships with companies in AsiaPac and the delivery of workshops for senior executives and non-executive Board directors.

  • Rachel Pollack

    QBE Insurance

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    Rachel Pollack

    General Manager — Employee Experience & Wellbeing
    QBE Insurance

    Rachel Pollack is a passionate advocate for QBE employees and has been a seismic force in driving cultural change within the organisation.

    Rachel currently leads the Employee Experience & Wellbeing team for QBE Australia, New Zealand and Pacific. Together, the team have put employee wellbeing firmly on the organisation’s agenda and played a key role in establishing QBE’s culture of care.

    She is responsible for the introduction of a new wellbeing program, which has empowered QBE employees to be at their best and achieved game-changing uplifts in employee health and wellbeing metrics.

    Rachel’s team is also currently leading several significant strategic programs of work across the business, including how QBE is supporting employees through the COVID-19 situation, the approach for safely returning employees to the office and re-evaluating ways of working for the future.

    Rachel is a passionate and respected leader, with over 15 years of experience working across the company’s global network, in a broad range of roles focused on customer-centred design, business improvement, innovation and change management.

    She uses her experience and influence to shake things up, inspire others, and most importantly, to ensure that every voice in the room can be heard.

  • Renae Smith

    AIA Australia

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    Renae Smith

    Chief Customer Officer
    AIA Australia

    As Chief Customer Officer, Renae is driving the customer agenda aligning purpose, profit and impact to deliver shared value outcomes for Customers, Partners and AIA.

    Embedding customer-focus at the heart of everything they do, Renae is leading the customer strategy, experience, propositions, channels and service including digital and contact centres. She is also responsible for customer governance including risk, complaints and remediation.  

    Renae has diverse experience developed in executive and functional roles in the insurance, financial services, telecommunications and technology sectors. This has included commercial and functional responsibility for Brand & Marketing, Product & Pricing, CRM & Loyalty and Digital and Contact Centres.  Prior to joining AIA, Renae held key leadership roles at GE Capital and Telstra following an early career in entrepreneurial start-ups.


Are you interested in sponsorship opportunities for ANZIIF webinars? For more information on how your organisation can benefit as a sponsor of this leading professional development program, please contact Sara Cheong, Sponsorship Executive by phone on +61 3 9613 7200 or by email at [email protected].




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19 Aug 2020

  • Online
  • 12:00pm - 1:00pm AEST*
    *Please visit Time and Date to establish the start time in your local time zone.
  • 1 Points
  • Member AUD: $35
    NZD: $37.50
    Non-Member AUD: $35
    NZD: $37.50

    Registrations are now closed

    Visit ANZIIF webinars to find out what's coming up.