Richard DorfmanVice President, Customer Experience at Eastern Bank
Since introducing the customer experience role at Eastern Bank in 2008, Rich has managed and evolved CX at the company to where this strategic initiative is deemed a corporate imperative in sustaining a differentiated, competitive advantage. His role encompasses the breadth and depth of the CX discipline: program design & delivery, VOC measurement & financial linkage, insight analysis & reporting, governance & strategy, and principle CX advocate & transformationalist. He tirelessly engages with frontline colleagues, business line leaders and executive management to leverage the voice of the customer in a way that drives both better customer and employee experiences, and importantly, the desired business performance outcomes. Rich’s relentless pursuit of leveraging essential outside in, customer-centric perspectives into everyday decision-making has helped Eastern sharpen its focus on and alignment around the customer while supporting the company’s brand promise, “we do good things to help people prosper.”
Prior to Eastern, Rich’s banking career included stints at Chemical/Chase in New York, Shawmut/Fleet in Boston and as principle of his own strategic research consulting firm focused on delivering differentiated value to high-revenue small business and consumer customer segments.