Cathy Ly leads the Customer Insights, Design Thinking, Customer Care Centre and Digital Banking Back Office for Equitable Bank. While these four functions appear disparate at first glance, they are united by an obsession with EQ Bank’s customers – whether that’s in understanding their needs, designing solutions to their pain points, answering their calls or processing their transactions. It is this same customer focus that also gives Cathy an important vantage point to lead Equitable Bank’s Open Banking strategy as the bank aims to leverage the pro-customer potential of Open Banking as part of its Challenger Bank mandate.
Prior to EQ Bank, Cathy worked for over a decade as a management consultant at ZS Associates, the Boston Consulting Group, Jackman Reinvents, and independently as a CX advisor to executive teams in hospitality, retail and financial services. She has deep empathy for the experiences of small business owners having also spent four years of her career running a home décor business and getting shot down by many a small business loan officer.