Ross will take up the newly created role from 1 June following the departure of current regulation director Nicola Cocks.
Chief executive Sarah Bentley, who joined Thames in September from Severn Trent, said the appointment is part of the company’s broader improvement programme.
“It is evident we are not providing our customers, communities and the broader environment with an acceptable service,” Bentley said. “We are therefore undertaking a significant programme designed to improve our performance, and Cathryn will play an important role in helping deliver this, not least ensuring that our customers are at the heart of all our strategic decision making.”
Ross joins from BT where she has been group director of regulatory affairs since 2018, prior to which she had been chief executive at Ofwat, where her legacy included increases to both customer engagement and the focus on company outputs. Her tenure included the price review in 2014.
She had previously worked at the Office of Rail Regulation, the Competition Commission and Oftel. Last year Ross was appointed as the first chair of governmental body Regulatory Horizon Council, responsible for reforming regulation to encourage innovation of products, services and business models in the UK.
Thames recently recruited Warren Buckley as retail director as part of its plan to build a strong leadership team which the company said is part of a wider process to transform the service provided to customers, communities and the environment.