Catherine joined Groundsure in 2011 as a GIS technician and has taken on various roles before becoming customer engagement director in 2025. As customer engagement director, Catherine is responsible for Groundsure’s marketing, customer support and technical communications teams. She has overall responsibility for developing and executing strategies that enhance customer satisfaction, loyalty and brand advocacy across all Groundsure markets. Outside of work, Catherine loves to ski, spending time with her friends, and considers Ibiza to be her happy place.
What was your career path to your current role?
I’d say fairly standard for someone my age. University then a Masters as I actually couldn’t get a job. I then started Groundsure on a 3 month temp contract, within our GIS team (I had done about 10 minutes of GIS in my whole life), so I have a lot to thank those people who took a gamble on me. I then moved into consultancy (the team who write the opinions in our environmental reports).
I was then given the opportunity to work in a new department, which was probably the beginnings of a product team at Groundsure, but my role was dealing with the more complex queries, and being responsible for a lot of training and other content used by our sales teams. I was then given a “team” (1 other person). I was a terrible manager at the outset. I’d only ever had to manage myself and my own output but learnt a lot during that period.
Then in 2021 I was given the opportunity to have overarching responsibility for customer support which I grabbed at the opportunity. It was at this time that I joined the Groundsure leadership team. And then in 2025 I was promoted into my current role where I am responsible for customer support, technical support and marketing.
Did you have any other career ambitions?
I had absolutely no idea what I wanted to do since the age of 18 if not before. Whilst I’ve worked hard, I’ve also been fortunate enough to have been given the opportunities I have been to grow and do what I do today.
What keeps you motivated in your work?
The main 2 would be the people and the variety of my role.
If you could change one thing about the transaction process, what would it be?
Communication and transparency. I believe the 2 go hand in hand! Conveyancers don’t have the time they need to effectively communicate with their clients, so everyone involved should have access to a platform where each step is fully visible.
What has been the best development in conveyancing in the last 20 years?
The steps that have been made towards digitisation. So digitised data, ID verification, online portals/case management systems etc. For me, one of the biggest developments in conveyancing over the last 20 years has been the transformation in how we access and use property information. The move towards digital searches and more comprehensive environmental data has given conveyancers greater visibility of potential risks, helping them make informed decisions and better protect their clients. It’s not just about making transactions faster, but making them smarter, more transparent and ultimately more secure.
And the worst?
The race to the bottom and the commoditisiation of conveyancing. Things like price comparison websites, fixed-fee models and pressure to offer the cheapest service have contributed to an environment where price can take priority over expertise and service quality. Conveyancing is a complex legal service, but it’s increasingly treated as a low-cost transactional product, which is mind blowing when you consider the sums of money involved and people making the biggest financial and emotional purchase of their lives. The effects of this put pressure on firms to manage higher caseloads, potentially affecting communication, service quality and employee wellbeing.
Do you think conveyancing will ever be fully digitalised?
I’d really like to be optimistic and say yes. But unless it becomes mandated by the government. Even then I think there will still be reluctant players. Progress is only as fast as the slowest player. That being said there are some great initiatives and organisations out there really trying to make this a reality.
Do you think it should be?
Absolutely 100% and there is a lot of good work going on, its just making sure that all those involved are pulling in the same direction and it doesn’t become a fragmented approach.
What’s the best piece of advice anyone ever gave you regarding your career?
Do the job you want, not the job you have. In essence, promote yourself. Demonstrate that you’re worthy of that promotion or next step.
What advice would you like to give to someone just starting out?
Don’t wait for the opportunities to come to you, you are the master of your own destiny.
Tell us something people may be surprised to know about you…
I have a geography degree and a masters in environmental assessment and management.
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