Gateway Bank CEO Paul Thomas will retire after 14 years with the bank with chief customer officer Lexi Airey taking on the helm of the business.
Airey joined Gateway four years ago as Gateway’s first chief customer officer, overseeing a wide remit and a singular view of the customer. Her current role encompasses customer experience, lending and transactional operations, strategic alliances, brand, marketing, sales, product and pricing.
“Lexi’s appointment from chief customer officer to CEO demonstrates Gateway’s commitment to putting the customer first, and people before profit. Gateway Bank’s CEO Catherine Hallinan said.
“Over the last four years Lexi has contributed across the business as a driving force behind our customer experience strategy, building new innovative partnerships and elevating our brand.”
Hallinan thanked Thomas for his contribution, having steered Gateway through a period of great change.
“Paul’s mandate from the board when he started in March 2005 was to “reinvent Gateway”. Along the way, he had to contend with the loss of our membership bond and the impact of the Global Financial Crisis. Gateway now has assets of over $1b and world-class levels of customer satisfaction.”
Airey said: “There could not be a more exciting time to take on this opportunity. In the midst of the Royal Commission, now more than ever, Gateway can demonstrate its customer centricity and genuine empathy for the customer.”
Between now and April, Lexi will work alongside Paul as he hands over the reins, ensuring a seamless transition for members.