Troy Barnes is currently the Chief Customer Experience Officer for AIA Berhad. Covering retail branches, contact centres, customer servicing, PMO, transformation, complaints and customer Feedback, he is responsible for developing AIA Berhad’s customer experience blueprint for the Malaysian market. Prior to Malaysia, Troy served at AIA Group in a regional capacity covering Asia Pacific.

Troy has extensive experience living and working in several markets across Asia in the insurance and financial services area largely driving transformation in products and services for customers. Prior to his involvement in financial services, Troy worked in government, pharmaceutical, building, consulting and hospitality industries.

Troy has a passion for the customer and is focused on transformational change and disruption in the customer space.