Akiko Murakami, Executive Officer and General Manager of CDaO Data-Driven Management Promotion Department, Sompo Japan Insurance Inc.

Using the power of data, we want to realize a healthy life for everyone

Executive Officer and General Manager of Data-Driven Management Promotion Department, CDaO, Sompo Japan Insurance Inc.　Akiko Murakami(Akiko Murakami)

■ Profile
In 1999, he joined IBM Japan, Ltd. and engaged in research at the company's Tokyo Research Laboratory.
In 2021, he moved to Sompo Japan Insurance Inc. and promoted digital transformation in non-life insurance.
In April 2022, he was appointed Executive Officer and Chief Digital Officer.
Since April 2024, he has been promoting data utilization and data governance in non-life insurance as Executive Officer and Chief Data Officer, and also serves as Director of the AI ​​Safety Institute established by the government.

After volunteering in the aftermath of the earthquake, Akiko Murakami decided to change jobs to Sompo Japan Insurance, saying, "I want to help those who are suffering." Murakami, who says she wants to transform the role of the insurance industry itself by incorporating digital technology into the industry, spoke to us about the appeal of the company, as well as her thoughts and efforts regarding DX promotion.

■ A career change driven by a desire to help those affected by disasters

In my previous job, I conducted basic research into how computers can understand language for over a decade, and then I became involved in software product development. As I worked, I gradually began to think that I wanted to spend the rest of my working life contributing to society by effectively utilizing software.
Then the COVID-19 pandemic hit, and a senior colleague from my previous job, who was working at Sompo Japan Insurance, approached me and asked if I could help him advance DX.
However, I wasn't thinking that any user company would do. A major reason for my change of job was when I volunteered during the Great East Japan Earthquake in 2011, wondering if there was anything I could do. I'm not good at manual labor, so I thought I could get involved in the recovery efforts of those affected by the IT disaster, and so I started a volunteer group. It is an organization that indirectly helps volunteer groups working on recovery efforts through IT. Because of that experience, I felt that this company would allow me to help those affected by the disaster, and that was the deciding factor, so I joined Sompo Japan Insurance.

■The appeal of our employees is their dedication to the world and to people

I feel a little embarrassed to say this because it's my own company, but the employees are all really nice people. I was really surprised at how many people there are who, putting their own needs aside, want to help the world and others, and support those who are suffering through insurance. Even when coming up with project ideas, I get the impression that many employees take it personally, thinking things like, "What can we do to reduce accidents?" or "What can we do to speed up reconstruction payments even if it's just one day." The strength of this company is that many people have this kind of ambition as the pillar of their work.
I also think that our company is very fond of new things. I sense a spirit of challenge, not being bound by old things, but wanting to "try new things!"

■ Deciding management policy based on vast amounts of data

Based on our data-driven management policy of using accumulated data to manage our business, I currently work as the Chief Data Officer, handling data that is fundamental to utilizing digital technology and AI. In data-driven management, it is important to base management decisions and sales on objective data. However, our company has contracts with over 20 million customers, including auto insurance, and until now it has been difficult to use data easily. Therefore, we have created an environment where data can be easily utilized, allowing employees to focus on their work.
When people hear the word "digital," many of them have a glamorous image in their mind, but I believe that digital and data are merely tools. Our department is like the "unsung heroes" that support the people on the front lines to make insurance useful to society. And we are proud of that.
However, if we don't understand the nature of the work, we will end up forcing digital tools that are not accepted on the ground. That's why I value the idea of ​​"Think like an amateur, act like an expert," which is in the title of a book by scientist Kanade Takeo. If you get used to something, you lose objectivity, so you always look at it with a fresh perspective, like an amateur. However, when it comes to implementation, there are constraints and customs in the field, so you act like an expert and make it happen. I think this is an important way of thinking when dealing with digital technology and tools.

■ Changing the way insurance is handled through digital transformation

While it is important to improve efficiency through DX in preparation for situations where labor cannot be secured, I believe that the role of the insurance industry in terms of digital technology is to change the very nature of insurance with the rise of digital. For example, while insurance applications used to be completed face-to-face on paper, they are now also able to be renewed online.
At the same time, we would like to make it easier for people to purchase insurance online. For example, if you are forced to cancel a trip, there is insurance that can cover high cancellation fees. Although we know it is a good idea to purchase insurance, it can be a hassle after making a reservation, and we tend to forget. So, it would be convenient if we could easily purchase insurance from the travel reservation web page. We believe this is exactly where digital can be useful. Rather than simply digitizing, we need to transform the way insurance is handled through digital transformation (DX).

■ The importance of promoting DX, not just "efficiency"

Even when DX efficiency makes their jobs easier, people on the front lines sometimes resist. Even when I explained, "Doing this will make your jobs easier," it didn't always resonate with them. However, I had the opportunity to receive advice like, "That's the wrong approach," which made me realize something. I believe there are many people in the Sompo Group who think about the world and the people. This is precisely why people on the front lines were resistant to DX, thinking, "Efficiency is good, but won't it mean we can't be as close to our customers as we should?" We hadn't realized this. Since then, I've made it clear to people that "By making this more efficient, you'll have more time to spend with customers," and I think this has created motivation to promote DX and digital efficiency even at the front line level.

■Making the world a better place with your important data

First of all, we need to continue to use digital technology to transform ourselves so that we don't fall behind in this digital age. Also, as an insurance company, we will always be handling our customers' valuable data. This is not just data, but records of the damage that many people have suffered. From now on, I would like to focus on using this data to help move the world in a positive direction.
As a group of companies, we would like to create an environment where everyone can live a healthy life from the moment they are born until the moment they die.

■Message to students　

The world is changing really quickly. So, rather than working backwards and thinking, "Let's prepare for the future," I would like you to experience as many different things as possible while you're a student. And meet as many different people as possible. By meeting people, I don't just mean becoming acquainted with them. In my case, the people I spoke to seriously about working together to solve this problem led to my current job. I never imagined that volunteering during the Great East Japan Earthquake would lead to me changing jobs to this company. I think that if you don't get too calculating and have the time to think about it, gaining as much experience as possible will make your life richer.

Student Newspaper Online December 17, 2024 Interview by Toyo University sophomore Rinno Koshiyama

Hosei University 4th year Suzuki Yusuke / Sophia University 3rd year Shirasaka Himawari / Showa Women's University 3rd year Tatsuzawa Ai / Toyo University 2nd year Koshiyama Rinno / Sophia University 3rd year Amie Hinata