Customer Experience at the Forefront: Kyle Groff Joins Bank of the West as Chief Customer Officer
San Francisco, Calif. | May 07, 2019
Bank of the West announced today that Kyle Groff has joined the organization as Chief Customer Officer, reporting to Nandita Bakhshi, President and Chief Executive Officer of Bank of the West.
Groff brings over a decade of customer experience (CX) expertise with building and enhancing some of the world's most iconic brands including Tesla, JetBlue, Hilton and American Express. As head of the bank's CX function, he will oversee the design and delivery of a customer experience program spanning the bank's business lines and customer touchpoints, to provide a seamless customer journey.
"We are incredibly excited to have Kyle join us in advancing our customer-centric culture, a key capability for our growth strategy. His knowledge of customer experience applications and designs will help ensure we keep the people and businesses we serve at the center of our universe," said Bakhshi. “Our commitment to help individuals prosper and businesses grow begins with great customer experience.”
Prior to joining Bank of the West, Groff was Senior Principal of Customer Experience Strategy at Qualtrics, an experience management software company, where he helped to develop and grow the company’s customer experience business line across product, marketing and consulting functional areas.
Earlier, Groff worked at JetBlue Airways where he designed and launched JetBlue’s employee experience (EX) program, revamped the CX program, and oversaw the brand experience (BX) program. Before joining JetBlue, Kyle worked as a research psychologist for the US Navy, where he led civilian employee experience and B2B customer experience programs.
Groff received a PhD and MA in Industrial-Organizational Psychology from the University of South Florida and a BA in Psychology from the University of Michigan. He will be based in the bank’s headquarters in San Francisco.
About Bank of the West
We are driven by our fundamental belief in redefining banking for a better future. At a time when people demand more from companies, we are taking action to ensure our activities help protect the planet, improve people's lives, and strengthen communities. That’s why we are focusing on areas where we can have a real impact: supporting energy transition, helping enable women entrepreneurs and financing innovative start-ups. As the bank for a changing world, Bank of the West is committed to sustainable finance along with our parent company BNP Paribas. Through Digital Channels and offices across the U.S., Bank of the West provides financial tools and resources to more than 2 million individuals, families and businesses.
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