Sue is the Chief Human Resources Officer for Markel Corporation based at their global headquarters in
Richmond, Virginia. In her current role she leads the global HR function for Markel along with the Office of
Change Management, the Community Engagement team and US Physical Security team. Sue joined Markel in
2016 and prior to her current role managed the compensation and organization design/strategy functions. Prior
to Markel, Sue led the Talent Management team at CarMax and before that worked for MeadWestvaco (now
WestRock) for 13 years in a range of global HR, strategy and marketing roles based in Europe and the US. Her
earlier career was spent in a wide variety of HR roles at AstraZeneca. Sue completed her education in the UK
and holds a Commerce (Honors) degree from the University of Birmingham and a Post Graduate Diploma in
Human Resources Management from the University of Portsmouth. She is a Fellow of the Chartered Institute of
Personnel and Development and member of SHRM. She moved to the US in 2005 initially on an ex pat
assignment. Sue is in her fourth year serving on the board of YWCA Richmond. She is married to Steve and
they have three college age children. Outside of work she enjoys time with family and friends, all types of travel
and a variety of watersports including paddle boarding and kayaking.
For some people, “culture” is still a kind of invisible, hard-to-define concept. However, when you point out an example of a great culture it sort of “smacks you in the face with its concreteness.” As a customer, you can feel it when you walk in the door. During this engaging session, panelists will discuss how they leveraged their employee satisfaction and engagement, to create a customer experience, unlike any other, and how introducing employee driven initiatives, created a workforce of exceptional customer service.