Gateway Bank appoints new customer chief following c-suite reshuffle

Current chief customer officer becomes CEO at the end of March

Gateway Bank has appointed a new chief customer officer (CCO), Ritu Sinha, as the current CCO, Lexi Airey, moves into her CEO role at the end of March.

Customer experience guru, Sinha, will be joining the mutual bank in mid-March, after previous customer-led roles at Telstra and Westpac. She is excited to join the team to deliver continuous improvements for the mutual’s members.

“Being a customer-obsessed leader, I look forward to supporting our members with the best-in-class service and solutions – all with an amazing feeling of really working for one stakeholder: our Members, and with a talented and diverse ‘can-do’ team,” Sinha said. 

Airey, meanwhile, is looking forward to handing over the reins as she prepares to step into her role as chief executive officer. 

“Having been at the centre of Gateway’s customer journey for over four years, I am excited to learn from Ritu’s diverse industry experience and apply those learnings to continually improving what we do," she said. "In today’s world customers have expectation transfer – they expect best practice in one area of their life to be replicated in others. 

"For example, tracking was something we used to expect from the post office, now we can track the progress of anything…our parcels, where our plane is, even to where a dog walker takes our dog."

The latest hire follows a series of executive movements announced by the customer-owned bank last year, including the appointment of CFO, Debra Landgrebe, the institution’s first chief technology officer, Peter Buzek, and the impending handover of the CEO position.

Sinha spent the last five years with Telstra, the last two as general manager of service transformation and digitisation for Telstra enterprise. She's also worked on customer experience design and management at Suncorp, Commonwealth Bank and Westpac.

Follow CMO on Twitter: @CMOAustralia, take part in the CMO conversation on LinkedIn: CMO ANZ, join us on Facebook: https://www.facebook.com/CMOAustralia, or check us out on Google+:google.com/+CmoAu

 

Join the newsletter!

Or

Sign up to gain exclusive access to email subscriptions, event invitations, competitions, giveaways, and much more.

Membership is free, and your security and privacy remain protected. View our privacy policy before signing up.

Error: Please check your email address.
Show Comments

Blog Posts

AI ethics: Designing for trust

As artificial intelligence (AI) becomes much more prevalent and increasingly a way of life, more questions are being asked than answered about the ethical implications of its adoption.

Katja Forbes

Founder and chief, sfyte

How service heterogeneity is impacting engagement

Marketers have long known the importance of standardising products to assure quality and consistency. For services, however, standardisation is much more complex.

Dr Chris Baumann

Associate professor, Macquarie University

Kindness matters in business: why the nice guys finish first

A recent 1000-page Royal Commission report on misconduct in Australia’s financial sector revealed hair-raising stories of excessive commissions, rampant mis-selling and charges levied on the dead. So how do you stop a bank from misleading its customers?

Nick Liddell

Director of Consulting, The Clearing

nice article

meripadhai

5 things marketers need to do to get better in buy in when presenting

Read more

International business is closely related to marketing or marketing activities carried out by the company. According to Gitman and McDani...

Eko Prasetyo Utomo X

Salesforce: The age of the marketing campaign is over

Read more

Back in 1968 Holden began an appeal to customers who have an interest in competition. It did this with the introduction of the HK GTS 32...

Ben Tate

Marketing professor: For Holden, brand nostalgia ain’t what it used to be

Read more

Your blog post is really good and informative. Thanks for taking time to provide us this useful information with us.Auto wrapping uaeADF ...

Yes Machinery

Image intelligence:10 must-see infographics for marketers

Read more

A debt of gratitude is in order for sharing this marvelous information.I have taken in numerous things from your post

digitech Classes

Lumen CMO strives to make the brand synonymous with anti-ageism

Read more

Latest Podcast

More podcasts

Sign in