Alex Kaju Head L&H Customer Experience Americas CUO L&H Reinsurance

Alex Kaju is the Head of L&H Customer Experience, Americas at Swiss Re, where he applies behavioral science to improve customer experience across the insurance lifecycle. His work focuses on designing and optimizing consumer interactions - from underwriting and claims to policy retention - using insights from decision-making, consumer psychology, and behavioral economics.

Alex is also an Assistant Professor of Marketing at HEC Montréal. In addition to his academic role, he has worked extensively as a behavioral science consultant, applying evidence-based research to business challenges in insurance, banking, advisory, and technology. Previously, he served as Head of Behavioral Science at Novartis and Clarity Recruitment. He holds a PhD and MBA from the University of Toronto’s Rotman School of Management.