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Holden Lai

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Head of Innovation and CX, AFG Securities at AFG
📍 Greater Perth Area, Australia

Holden Lai serves as the Head of Innovation and Customer Experience at AFG Securities, where he leads digital transformation and the development of broker-focused technology. Educated at Curtin University with a Bachelor of Engineering, his expertise lies in project management and leveraging data to enhance service personalization.

He is an active participant in the IT leadership community, sharing his insights on business transformation and customer experience at industry summits. Holden expresses great pride in his teams work and enjoys showcasing their developments at company events.

He has been a featured speaker at financial services conferences, sharing AFGs journey in digital innovation.

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Experience
26 Years
Current Role
Head of Innovation and CX, AFG Securities
Job Level
Mid-senior
Location
Greater Perth Area, Australia
Personality Overview

How Holden shows up

Communication Style
Decision Approach
Work Preference

Behavioral traits and communication patterns that shape how this person evaluates opportunities, builds trust, and makes decisions in professional settings.

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Priorities

Topics Holden cares about

Customer Experience
His current role and recent speaking engagements focus on enhancing CX, particularly for brokers, through technology and personalization.
Digital Transformation
He leads AFG's digital strategy and has shared insights on their business transformation journey at various leadership events.
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Career

Work history

3-2020
Head of Innovation and CX, AFG Securities
AFG
7-2017 - 9-2020
Head of IT Strategy and Architecture
AFG
5-2003 - 7-2017
IT Manager - Sales
AFG
1-2002 - 4-2003
Senior Consultant
Kilarney
1-1999 - 10-2001
Senior Consultant
Cap Gemini Ernst & Young
In the press

Media appearances

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Education
2000 - 2002
Post Grad Dip
Murdoch University
1995 - 1998
B. Eng.
Curtin University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

Dominance, influence, steadiness, and calculativeness scores with guidance on how this person prefers to communicate and decide.

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