After more than six-and-a-half years with income protection provider Cirencester Friendly, chief operating officer (COO) Shirley Fell has announced her retirement.

She will be succeeded by Ben Howe, who is being promoted from his current role as director of strategy and transformation and will take over the reins on November 1.

During her time with Cirencester Friendly, Shirley has been instrumental in driving strategic change. This has resulted in the overhaul of operating models and the successful implementation of a new online platform, transforming the service experience for both advisers and members.

These changes have earned the society many awards, including the Institute of Customer Service 'Servicemark with Distinction'. One of her proudest achievements has been championing cultural transformation, which helped the society to attain the Investors in People Gold accreditation in 2023.

Ben Howe joined Cirencester Friendly in March 2019, bringing with him extensive experience of delivering complex change projects and embedding sustainable operational practices. Since July 2022, he has headed up the strategy and transformation function, working across a range of projects to enhance the society's efficiency and resilience. In his role as chair of Cirencester Friendly's Consumer Duty Group, he has been focused on delivering improved outcomes for members.

As COO, Ben will be a member of Cirencester Friendly's board and be responsible for customer operations, business change and transformation, and all areas of technology.

Cirencester Friendly has also welcomed Joanne Safo as a new non-executive director. Joanne has nearly two decades of experience in the insurance sector with her career rooted in data, technology and change management. She is the founder and CEO of Lukango, an InsurTech focused on making insurance simpler and fairer for small businesses.

Shirley Fell said: "I have thoroughly enjoyed my time with Cirencester Friendly. It has been an absolute pleasure to work with the brilliant team here and see many pivotal projects come to fruition. I am particularly proud of the culture we have built, based on support, inclusion and respect, making Cirencester a truly great place to work.

"I am delighted that Ben will be stepping up to take over from me. Nurturing internal talent and investing in career development is a cornerstone of our culture."

Ben Howe said: "I am both honoured and excited to take on the role of chief operating officer. Having worked closely with Shirley for the past few years, I know I am taking over a function in excellent health, and I hope to make the most of the momentum that has been built, ensuring the society continues to deliver excellent service and value to its members. Cirencester has ambitious plans for growth, and I'll relish playing a full role in helping to meet these objectives."

CEO Andy Morris said: "I would like to say a heartfelt thank you to Shirley for the dedication and enthusiasm she has brought to the society, being a key player in transforming the culture of Cirencester to the vibrant and positive environment we all enjoy today. It has been an absolute pleasure to work with her and I know I speak for all our colleagues in wishing her the very best of luck for what will undoubtedly be a busy next chapter!

"Shirley and Ben have worked closely together over recent years, which has ensured a smooth and seamless transition. We couldn't wish for a better successor — Ben has consistently demonstrated outstanding leadership, a deep understanding of our business, and a strong commitment to delivering for our members. I look forward to continuing to work with him as we build on our strengths and take the society forward."

He added: "I am delighted to welcome Joanne Safo to our board as a non-executive director, whose expert knowledge and insight reflects our desire to make the most of developments in technology to meet member expectations and achieve our growth ambitions. I am looking forward to tapping into Joanne's digital industry experience and I am sure she will add great value to the society in the years ahead."