Episode Guest:

Cath Frost is the Chief Operating Officer at Hiscox UK, where she leads over 400 people across operations, data, change and customer service. With a career spanning finance and insurance, Cath is passionate about building high-performing teams and creating brilliant customer experiences.

Episode Timestamps:

0:00 Introduction

0:41 Cath’s first ever podcast experience

2:04 Why Cath joined the insurance industry

4:16 The hidden opportunities in insurance

6:42 What Cath would do differently starting out

8:19 Worrying, planning, and career growth

10:02 Should you always have a five-year plan?

11:33 Why building teams matters more than titles

12:09 What does a COO really do?

15:31 Six jobs in one: inside Cath’s COO role

16:14 Jack’s customer experience with Hiscox

17:50 The three pillars of customer service at Hiscox

18:57 How to start if you want to be a future COO

20:29 Finding happiness at work (and when Cath didn’t)

23:32 Creating brilliant teams and finding purpose

25:18 Why fun at work is non-negotiable

26:40 The employee–employer balance of responsibility

29:12 Educating first-time employees about expectations

32:07 Why curiosity is Cath’s biggest career advice

34:37 One year at Hiscox: what opportunity means

35:52 Cath’s duvet flip – what gets her out of bed

Episode Partner

Hiscox, a leading international insurer with more than 3,000 employees worldwide. The company is known for specialist insurance solutions and a strong commitment to customer service.

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