We are inspired by people who are passionate about insurance, project finance, and technology that solves pressing global challenges. In this interview series, our chief actuary, Sherry Huang, talks with friends of New Energy Risk whose work makes a difference, and whose journeys will inspire you, too.

Denise Olson is the head of programs at Zurich North America. I reached out to her earlier this summer to ask her about her career transition from an actuary to an underwriter and business executive. She is genuine, approachable, and has a deep passion for insurance coverages and for her team at Zurich. Since joining Zurich in 2003, Denise has been an active ambassador of Zurich’s innovative programs and initiatives. In addition to several leadership roles she held in underwriting, product management and actuarial, she was also named a Zurich KAMP (Keeping A Meaningful Perspective) Leadership Award honoree in 2020.

(For readers who might not be familiar with program business, it is a grouping of insurance customers with common operations, such as wineries, golf courses, and manufacturers, to name a few. The management of program business often involves an intermediary that assumes many of the roles of an insurance company. This is achieved through the delegated authority of an established insurance company, which allows the intermediary to market and sell policies under its own brand.)

This interview has been lightly edited for length and clarity.

 

Denise, congratulations on your recent promotion to the head of programs at Zurich. Please tell us a little about how you got to where you are today.

I actually intended to get into insurance from the beginning. When I was a junior in high school, I went to my math teacher to ask about what I could do with a math major apart from being a math teacher. She told me about actuarial science as a major and being an actuary as a career, and my path was sealed then. I went to University of Nebraska, which was close to my hometown, and studied Actuarial Science.

I started my career in CNA’s property and casualty department as a pricing actuarial analyst. This was a tremendous place to grow my career thanks to its rotation program. I had exposure to a broad range of pricing assignments and rose to a leadership role during the 12 years I was there. A few years after joining Zurich, I moved into an underwriting manager role overseeing the commercial auto program, which was a little daunting initially, but I thought, if it didn’t work out, I could always go back to pricing. I got my Chartered Property Casualty Underwriter designation during the first year of my transition, which was one of the best things I’ve done in my career, and I learned that I love insurance coverage.

I applied and got my next role as the head of product development, which was a great responsibility that involved a lot of project management and change management. This experience led me to my current role as the head of new programs for Middle Market at Zurich and, eventually, to the head of programs.

Do you have any mentors who helped guide your career? 

Yes, I had many, and some of them I didn’t recognize as my mentors until later. The most significant mentor I have is Greg Massey, who recently retired from Zurich. He was my biggest career champion; I wouldn’t be where I am today without him. Greg was really good at providing immediate feedback, and he saw something in me that I didn’t see in myself. Kyle Nieman from my CNA days was another mentor; he allowed me to work part time from home when I had a young family and, as a result, provided the work-life balance I desperately needed to succeed. This is common practice now but unheard of back then, especially since I was a people manager. I learned from Kyle the value of creating a tailored solution for each situation and appreciate him still today for going above and beyond for me.

What are you looking forward to accomplishing in your current role?

I am looking forward to developing talents and creating a strong succession plan within my team. I want to continue to spark curiosity and create passion by learning the unique perspectives of the individuals I work with. I want to leave the team better than when I found it. I am also looking forward to continuing to advocate for women and make sure diversity and equity are considered in our operations. This is important both to me and to Zurich as a whole.

I have been inspired by how outspoken and supportive Zurich’s CEO, Mario Greco, is about social issues, and how ambassadors like you help promote and live those core values. Are there any specific employee programs at Zurich that you would like to highlight?

Zurich has a strong program with its Employee Resource Groups. It includes groups like Women’s Innovation Network, ABILITIEZ (for disabled individuals), VETZ (for veterans) and PRIDEZ (for the LGBTQ employee communities), among others, and each affinity-based group is sponsored by an executive. During the pandemic especially, it was a lifeline for many, including myself, as it allowed me to connect with my colleagues in a safe, healing space.

Zurich’s Apprenticeship Program is another wonderful resource that provides a career path for young people who have the aptitude but not the typical opportunity. During a two-year commitment, apprentices are paid a full-time salary to work part time at Zurich while also earning an associate’s degree at a local college. Completion of the two-year commitment brings guaranteed job placement. This has been a successful way to grow talent in the insurance industry and foster diversity in our workforce.

What suggestions do you have for program administrators working with various carriers’ program businesses?

In addition to being the great underwriters you are, invest in data and technology platforms. Make sure you capture and obtain data with the required granularity (buy third-party data, if necessary), and invest in the talent to be able to process and understand the data. Invest in a technology platform, as that is the way to stay ahead of the competition.

If you were no longer working, what else would you enjoy doing?

I love to golf and can imagine myself spending a lot of time golfing when I am no longer working. I also love to cook, and I would open a bed and breakfast serving afternoon appetizers and fresh food from my garden.

      

Thank you, Denise! We hope to visit you in that well-deserved B&B someday!

 

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