After a nursing career in Boston, Kathy joined AIB over 20 years ago, progressing from an Advisor to Manager within Direct Service (Phone Banking, Card Services, Service Quality). In 2013, Kathy moved into the Direct Banking’s Personal Market, leading Sales Advisors across the Bank’s two contact centres. She played a key role in how Direct Sales has transformed and evolved into a cutting edge, digital and customer first channel, managing staff across 4 Brands.
Kathy has been a key stakeholder on AIB’s strategic Mortgage Customer Experience Programme, influencing the design, delivery and execution of a new homes journey, including a Centre of Excellence within the contact centre. After a 2 year focus on enhancing the Direct Mortgage business across multiple channel teams, incorporating digital, video and social media technologies, Kathy has moved into a Sales Strategy and Enablement role with a primary focus on Sales Excellence and Change transformation within AIB’s mortgage business.
Kathy holds a BSc Degree from Salve Regina University, Rhode Island and retains a QFA (LIB) from UCD-Institute of Bankers. She has also achieved her Digital Marketing certificate.