Cambridge Savings Bank, one of the oldest and largest community banks in Massachusetts, has hired Katie Catlender, executive vice president, as its first chief customer officer to lead a centralized customer-centric approach across the organization, reporting directly to Wayne Patenaude, president and CEO.
In her new role with CSB, Catlender will drive a bank-wide customer strategy and lead several key teams, that together, will focus on digital capabilities, maximize the bank’s marketing reach, and create a data strategy to fuel insights and drive innovation.
Catlender has over 25 years of experience driving strategy to execution, diversifying business lines, and transforming customer experience, most recently as the executive lead of customer experience, strategy and operations at Blue Cross Blue Shield (BCBS) of Massachusetts. Prior to joining BCBS Massachusetts, Catlender held executive leadership roles as chief commercial officer, chief customer officer and vice president of operations, overseeing sales, product, customer service, operations and customer experience at Allways Health Partners (formerly Neighborhood Health Plan), and led member service, account service, sales operations and a variety of other market-facing leadership positions at Harvard Pilgrim Health Care during its time as the top health plan in the country.
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