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Rich Dorfman

VP Customer Experience, Eastern Bank For more than eight years, Rich has led Eastern Bank’s customer experience efforts managing all aspects of this strategic initiative from program design to VoC measurement and management to analysis and reporting to being the “customer-first” catalyst. The result of his relentless pursuit of this critical outside in perspective—at times requiring Rich to bring his “Customer Chair” into meetings as a visible reminder—is a company now more focused on and aligned around customer centric behaviors and attitudes. Prior to Eastern, Rich’s banking career included strategic marketing positions at Chemical/Chase in New York, Shawmut/Fleet in Boston and as principle of his own strategic consulting firm focused on delivering differentiated value to high-revenue small business segments.

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