Meet the people shaping the future of water services

Our Leadership team

Hayley is a people centred leader with a long track record of driving transformation across the water sector. She brings deep experience in customer service, operational excellence and large‑scale change, and is known for creating environments where teams can thrive and deliver their best work.

As one of the founders of the Women’s Utility Network (WUN), Hayley has played a key role in championing inclusion and strengthening the water community. Her commitment to collaboration, trust and real‑world outcomes shapes how she leads, always focused on what customers need today and what the sector will demand tomorrow.

At Echo, Hayley brings together her passion for people, her understanding of the industry and her belief in the power of technology to help shape the future of water billing and customer service.

Rob leads Echo’s Aptumo product and solutions teams, shaping a forward‑looking roadmap that meets the evolving needs of water utilities in the UK and around the world. With a deep understanding of both global and local market demands, he ensures Aptumo continues to innovate, adapt and deliver real value for water companies and their customers.

Rob is responsible for driving great service and support for our Aptumo clients, building strong partnerships and ensuring water companies have the tools they need to deliver efficient, customer‑first billing experiences.

Known for his collaborative approach and clear strategic vision, Rob brings together product expertise, sector insight and a commitment to meaningful, customer‑centred change, ensuring Aptumo remains the billing platform water companies trust for the future.

Ian leads Echo’s commercial and financial strategy, ensuring our services and billing software programmes are delivered with clarity, value and long‑term sustainability. With extensive experience in commercial finance and operational leadership, he brings a balanced, pragmatic approach that supports both strong governance and great customer outcomes.

Ian has a deep understanding of the water sector’s commercial pressures, regulatory expectations and the realities of delivering essential services. He’s known for building trusted relationships, simplifying complexity and supporting confident, informed decisions, ensuring our commercial frameworks are fair, transparent and aligned to the needs of clients, customers and the wider sector.

Matt leads Echo’s India operations, bringing together our software development teams and our offshore customer service specialists to deliver high‑quality, efficient and customer‑centred solutions for the water sector.

Having previously been a leader in a water utility customer service centre, Matt has first‑hand experience of the pressures, expectations and realities faced by frontline teams and the customers they support. That grounding shapes the way he works today, practical, empathetic and always focused on real‑world outcomes and the importance of reliable, trusted delivery.

He’s known for building collaborative, empowered teams; for shaping services that balance efficiency with genuine care for the end customer; and for playing a key role in growing our global capability and ensuring our India‑based teams are tightly connected to our clients, our culture and our commitment to better outcomes for water customers.

Matt leads Echo’s Asia Pacific operations, driving our growth across the region and strengthening our global footprint. Under his leadership, Aptumo has become a billing platform of choice for water utilities in Victoria, supporting organisations as they modernise their systems and deliver better experiences for their customers.

With a background spanning technology, transformation and customer operations, Matt works closely with water companies to help them navigate digital change with confidence. He’s deeply connected to the Australian water community and is known for championing customer care, practical innovation and solutions that genuinely make a difference for the people they serve.

At Echo, Matt plays a pivotal role in shaping our international presence, bringing together sector expertise, trusted delivery and a clear focus on customer‑first outcomes across the Asia Pacific region.

Lindsey leads Echo’s programme delivery, overseeing complex and strategically important water billing software and service implementations across the water sector. With a background in business transformation and large‑scale change, she brings clarity, structure and calm leadership to programmes that matter for water companies and their customers.

She leads with an unwavering focus on the customer, designing and delivering programmes around real needs and real outcomes, ensuring every decision supports a better experience for the customers water companies serve and the teams that serve them. She builds trusted, empowered teams and creates partnerships where clients feel supported, informed and in safe hands from day one.

As Head of Growth UK, Mark shapes Echo’s strategy and pipeline while driving key market opportunities across the UK. His career spans more than two decades of guiding organisations through complex Salesforce‑based change, giving him a deep understanding of what drives successful transformation.

Mark blends commercial focus with structured delivery, drawing on his MBA, PRINCE2 and product management expertise. He is committed to building strong client relationships and ensuring Echo’s growth plans deliver real value and long‑term impact.