Melissa Collett has left the Financial Ombudsman Service (FOS) to embark on a consulting career.
Collett intends to work with insurers advising them on complaints handling and other aspects such as improving the customer journey.
She had been a senior ombudsman at the FOS for 11 years and has a particular expertise in protection insurance.
Collett said: "I had a very exciting and varied career at the FOS. Prior to that, I was an insurance lawyer in a city law firm. After 11 years doing everything I've ever wanted to do at the FOS, I decided it was a time to make a change and look for some new opportunities.
"I'm really passionate about insurance. I've enjoyed working with the sector over the years to effect change. This is something I want to continue doing working with companies on a consultancy basis, helping them launch products, advising them on improving processes and contributing my specialist knowledge into projects.
"I also would like to advise insurers on complaint handling and how to prevent disputes from arising. "
