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). She also participated on many Bank wide projects, including Visa Debit and Centralisation of Telephony from the branch network to the Contact Centre.
In 2013, Kathy moved into the Direct Banking’s Personal Market, managing 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, leading staff across 4 Brands. Over the past 2 years Kathy has focused her work within Direct’s Homes (Mortgage) business, using her vast experience to enhance and promote this business across multiple channel teams, incorporating digital, video and social media technologies. She 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 new Centre of Excellence within the contact centre.
Kathy holds a BSc Degree from Salve Regina University, Rhode Island and retains a QFA (LIB) from UCD Institute of Bankers.