BUFFALO, NY — M&T Bank has announced the appointment of Krista Phillips, a Chester County resident, as its Chief Customer Officer, a newly created position within the bank. Based in Wilmington, DE, Phillips will join the bank’s Executive Leadership Team and lead efforts to enhance customer experiences across M&T’s footprint.
Phillips’ role will bring together the bank’s customer experience, marketing, and analytics teams under one unified leadership, ensuring consistency in brand delivery and responsiveness to customer needs. By leveraging data and insights, she will focus on delivering tailored and impactful customer experiences in an industry undergoing rapid changes.
“Krista’s appointment as Chief Customer Officer reinforces M&T’s longstanding commitment to placing the customer at the center of everything we do,” said Chris Kay, M&T’s Head of Enterprise Platforms. “Her extensive experience in marketing, brand management, and customer-centric strategies will be invaluable as we continue to evolve our capabilities and drive our organization to the next level.”
Phillips brings more than 25 years of leadership experience in the financial services sector. She most recently served as Executive Vice President at Wells Fargo, overseeing consumer credit cards and enterprise marketing. Before that, she held senior roles at Citi, including Head of Brand Management, Advertising, and Insights for the Global Consumer Bank, as well as leadership positions in Citi Cards Products and loyalty programs.
“I am thrilled to join M&T Bank and take on the role of Chief Customer Officer,” said Phillips. “This position is particularly meaningful to me because it aligns with my passion for enhancing customer experiences and leveraging data-driven insights to meet our customers’ needs. I look forward to leading the talented teams at M&T and driving forward our commitment to putting customers at the heart of everything we do.”
Phillips, who resides in Chester County, PA, will report directly to Chris Kay in her new role. With her vast expertise and leadership, M&T aims to further solidify its position as a customer-focused organization in the financial services industry.
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