Our overall brand perceptions are invariably shaped by our experiences. And loyal customer relationships can be severed in moments by a negative service interaction.
Telstra's chief operating officer, Kate McKenzie, announced her retirement after 12 years with the organisation.
Joining Telstra in 2004 as head of Telstra's regulatory group, McKenzie was part of Telstra’s CEO leadership team since 2007. Prior to taking on her position as COO in 2013, she was the group managing director of innovation, products and marketing for three years. In that role she led major product units including mobile, fixed voice, broadband, network applications and services, data and IP, the national broadband network team and the chief technology office.
Before Telstra, McKenzie was director-general of the Department of Commerce in New South Wales and held senior executive roles in government departments and offices.
She is a also the director of FOXTEL and Allianz Australia and a former director of Sydney Water and the Rail Corporation of New South Wales.
“It has been a wonderful 12 years with Telstra and I am very proud of all the people I have worked with and what we have achieved together," she said. "The time is right for me to change direction in my career. I leave knowing that Telstra, under Andy Penn’s leadership, has a great strategy for the future and wish the company, its people and its shareholders every success."
Telstra's CEO, Andrew Penn, said McKenzie had been a positive force for Telstra, supporting four Chief Executive Officers and working to build our technology and innovation capability.
"She has been a significant contributor to our customer-focused culture and a role model for women in the organisation. I have appreciated her support and counsel,” Penn added.
McKenzie will leave Telstra in the coming weeks. Group executive global enterprise and services, Brendon Riley, will be interim COO with immediate effect while a permanent replacement is found.