WIL AI-Driven Engagement Advisory Member

Susan Kelly

Active Term: 01/2026 - 01/2027

Areas of Expertise

• Mentoring and Building a Culture of Mentorship
  
• Empowering Communications
  
• Driving Ideas, Intellectual Growth & Transformation
  
• Transformational Vs. Transactional Leadership
  
• Organizational Leadership & Cultural Diversity

Assistant Vice President of Customer Engagement and Innovation

Wellabe

Susan Kelly is a transformative operations and customer experience executive with more than 20 years of leadership experience driving CX, operational excellence, and enterprise transformation across insurance and financial services. She is recognized for scaling high-performing, multi-functional teams; implementing data-driven, digitally enabled operating models; and delivering measurable improvements in profitability, retention, and post-sales lifecycle success.

​A trusted C-suite advisor, Susan brings deep expertise in retirement services, CX technology enablement, and cross-functional alignment to advance strategic outcomes. She actively contributes to industry, academic, and nonprofit boards, with a strong commitment to developing future leaders and fostering innovation.

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