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. . 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.