By Business & Finance 
Áine McCleary was appointed to the role of Chief Customer Officer, Bank of Ireland in 2023 as an advocate for the customer across the entire Group. Áine is primarily responsible for developing a Groupwide customer strategy to help improve customer attraction, retention, and satisfaction. Áine joined Bank of Ireland in 2000, holding a wide variety of senior roles in global markets and retail banking since then. She served as President of the Institute of Banking from 2018 to 2019.
What was your first job?
My first job was as a bank assistant in a local branch. I was assigned to the back office processing cheques and drafts. Those of a similar vintage will know what I am talking about!
What pushed you to pursue a career in this field?
I was always interested in business and accounting as subjects and was naturally drawn to that area for my third-level studies. My business degree in UCD felt like a natural progression, as did starting my career journey in banking.
What would you regard as your greatest achievement to date?
I have many standout moments to look back on in my career. The one thing that will always stick with me is the challenges faced during the Covid pandemic. I had to adapt our business model at pace to keep 3,000 customer facing colleagues safe and informed while delivering supports for our customers who were worried for themselves, for their jobs and their businesses.
Career-wise, would you do anything differently?
Honestly, I’d find it hard to pinpoint something I’d change. I am very proud of what I have achieved in my career to date, with lots of learnings and some fun along the way!
In one sentence, how would you define success?
Success for me is making a difference. That can apply in a work and a personal context, making a positive difference through what I do or say.
What’s the best piece of advice you’ve ever been given?
Write your own script and back yourself – if you are doing the right things, others will advocate for you too.
There’s a great quote by Wayne Gretzky, the Canadian-American Ice Hockey legend, which can apply in all walks of life – “You will miss 100% of the shots you don’t take”.
How do you motivate yourself and your staff?
The most motivating part of my job is engaging with colleagues and customers. I spend as much time as I can listening to people, being open and honest and ensuring that everyone understands our purpose and the part that they play. Knowing why you come to work, and bringing the best version of yourself every day, are the things that motivate me and my team.
What how do you handle adversity?
I’m generally a positive, calm and resilient person. It’s important to expect that there will be bumps in the road. When I face a challenge, I take a step back, learn from it, deal with it and get back on the horse!
How do you relax?
I try to walk for an hour every day. I find it very relaxing and it’s great for the mind. And at the weekends I’m usually found at the side of a sports pitch!
What are your aspirations for the future of your business?
As Chief Customer Officer my aspirations are for Bank of Ireland to be known for always putting our customers first, where more customers are advocates for Bank of Ireland because of how we make them feel in their interactions with the bank.
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