Diverse Pathways Into Insurance – Tracy’s story

From Blackpool to the Boardroom: Tracy’s remarkable journey from teenage guardian to insurance trailblazer 

From Blackpool to the Boardroom: Tracy’s remarkable journey from teenage guardian to insurance trailblazer
Tracy, former CEO of Aviva Canada, has one of the most inspirational career journeys in the financial services world. It’s a path shaped as much by hardship as it was by human kindness. Her story is one of resilience, raw talent and the life-changing power of someone who truly saw Tracy’s potential.

Growing up in Blackpool in a single-parent household, Tracy’s life took a tragic turn when her mother passed away after a long battle with cancer. At just 17, she became the primary carer of her four younger siblings. “I left school with a almost no qualifications and a lot of responsibility,” she recalls. “I wasn’t thinking about careers, I was thinking about survival.”

Her fortunes changed when she landed a customer service job in a small company, where she came under the watchful eye of her boss, Stephanie Bell. A woman who would change everything.

Stephanie began quietly observing Tracy. “She’d linger near my desk, or watch from across the office,” Tracy remembers. After just three weeks, Stephanie invited her for a coffee. “I actually thought she was going to fire me,” Tracy laughs, “but instead she asked, “Why are you here? Why aren’t you at university?”. Stephanie had clearly seen Tracy’s exceptional ability: her quick grasp of problems, her empathy with customers, and her natural leadership.

That moment changed everything. For the first time, Tracy shared her story about losing her mum, leaving school early and stepping into a role far beyond her years. Inspired by Tracy’s story, Stephanie persuaded the company to give Tracy one day off each week to study for a business and finance qualification, and to pay for the course. Tracy studied two evenings a week on top of that. Within six months, she’d earned her first promotion, leading her own team.

Stephanie became more than a manager; she became a mentor, advocate and lifelong friend to Tracy. Over three decades later, she stood proudly beside Tracy as she was awarded the Freedom of the City of London for her contributions to diversity in business. “She spotted something in me and acted on it. She didn’t just notice; she moved to help. That changed my life,” Tracy says.
From there, Tracy’s career soared. She spent nearly two decades in banking, later moving into health and then onto general insurance. She studied part-time, completing mini-MBAs at world-class institutions like London Business School and IESE in Spain. Steadily rising through the ranks, her leadership roles have included CEO roles of two banks, CEO of AXA Health in the UK and most recently, CEO of Aviva Canada.

But despite her success, Tracy never forgot her roots, or the importance of being seen. “For years, I felt out of place in corporate environments. I’d sit at high-potential leadership programmes where everyone talked about gap years and ski holidays. I had nothing to add,” she says. “I’d been a caregiver and a school dropout. I didn’t belong, or so I thought.”

That sense of being an outsider has become her strength. Tracy is now deeply committed to mentoring others from non-traditional backgrounds. She served on the City of London’s Socio-Economic Diversity Taskforce and joined the board of Progress Together. Through the Women in Finance Charter and countless mentoring circles, she’s paying forward Stephanie’s gift.

At Aviva Canada, Tracy built a platform for growth, not just in business, but in opportunity. Under her recent leadership, Aviva boasts one of the most diverse senior teams in Canadian financial services, with 45% female representation and over 35% from ethnically diverse backgrounds.

She also challenges outdated hiring practices, asking: do we need a degree for this role, or are lived experiences and passion more valuable? “I’m willing to take a bet on someone, just like someone once did for me.”

At the heart of her leadership is a simple belief: leadership should be a force for good. “People need to believe it’s possible. When they see someone like them succeed, it gives them permission to dream,” she says. “That’s why I tell my story. That’s why I do what I do.”
Tracy’s story is proof that leadership isn’t just about strategy and vision—it’s about humanity, courage, and lifting others as you climb.

To celebrate 10 years in the UK, we are showcasing diversity within our industry as part of our work to improve social mobility. IICF believes the insurance industry can be a united force for good and that everyone should be able to achieve their full potential. Through our focus on social mobility, we are helping to change lives in our local community by uniting the industry in grants, volunteering and leadership while helping build a more inclusive industry. We hope this story inspires you to pay it forward and help change a young person’s future, perhaps as a mentor or volunteer with an IICF charity partner.