Kathy Hourigan

Kathy is a dedicated customer advocate with a passion for service excellence. With a customer-centric career spanning more than 25 years, Kathy has enjoyed her success in executive Customer Services positions across both the public and private sector including key state and national roles. The diversity of industry she has worked for includes Insurance, Telecommunications and Utilities.

Kathy has established and led multi-site, multi-function and multi-product operations servicing large customer bases with involvement across sales, technical support, complaints, emergency response, collections, metering and large-scale customer billing.

With a deep understanding of what drives a high-performance culture and a leadership style that is humanistic and encouraging, Kathy is passionate about employee development and building high-performing teams.

Kathy has received multiple customer service excellence awards throughout her career. She has led a number of customer experience programs and driven significant business transformation and technology advancements, including Sydney Water’s Customer Experience Platform (CxP) Program – a program of state significance delivering SAP CRM, ISU and REFX. Kathy is a Fellow of the Customer Service Institute of Australia.