Ritu Sinha will take over the role of chief customer officer from Lexi Airey who is taking over as chief executive officer at the end of March.
Ms Sinha comes from an extensive career in customer experience in a variety of industries including financial services, aviation and telecommunications.
Ms Sinha expressed her excitement in joining the team and creating new experiences for the bank’s customers.
“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,” she said.
Current chief customer officer Ms Airey said she is looking forward to handing over the reins to a new leader.
“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.
“In today’s world customers have expectation transfer – they expect best practice in one area of their life to be replicated in others,” Ms Airey said.
Ms Sinha’s hiring is the latest executive appointment by the bank, who hired a new chief financial officer and its first chief technology officer over the past twelve months.
