My Credit Union

Gateway Bank appoints Chief Customer Officer as incoming CEO


The move signals a strong, continued commitment to customer-centricity at the mutual bank.

Sydney, 21 November 2018: Gateway Bank’s Chief Customer Officer has been appointed to the position of Chief Executive Officer.  Lexi Airey will take over from Paul Thomas, who after 14 years at the helm, retires as Gateway’s longest serving CEO at the end of March 2019.

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. 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.” Catherine Hallinan, Gateway’s Chair, said.

Catherine Hallinan thanked Paul 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.

-END -

Media contact

For more information or to arrange an interview, please contact: 

Tasha Nabila - PR & Communications Manager

Gateway Bank

02 9307 4359 | 0449 539 654


About Gateway Bank

Gateway Bank is one of Australia’s leading customer-owned banking institutions, serving as a trusted financial partner to its Members for over 60 years. We are solely customer focused – 100% of profits are used to benefit our customers. At Gateway Bank, we’re proud to be small and we’re as human as you are. We boast a customer satisfaction rating of 87 per cent, our loan applications are assessed by humans, not a computer and our Members love to recommend us to their family & friends.

To find out more visit