Cambridge, MA – Cambridge Savings Bank (CSB), one of the oldest and largest community banks in Massachusetts, announced today that it has hired Katie Catlender, EVP as their first Chief Customer Officer to lead a strategic and centralized ‘customer-centric’ approach across the organization, reporting directly to Wayne Patenaude, President and Chief Executive Officer.

Katie 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 & Operations at Blue Cross Blue Shield (BCBS) of Massachusetts. Prior to joining BCBS Massachusetts, Katie 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 #1 health plan in the country. In her new role with CSB, Katie will drive a bank-wide customer strategy and lead several key teams, that together, will develop best-inclass digital capabilities, maximize the Bank’s marketing reach, and create an actionable data strategy that will fuel insights and drive innovation.

“We have always been focused on delivering the best experiences for our customers, but in our business, the landscape of customer expectations and digital capabilities change rapidly, and we need to be ahead of those needs”, said President and CEO Wayne Patenaude. “Katie is a proven leader who will ensure we deliver even more value for our customers -- we are thrilled to have her join our executive leadership team.”

“I am delighted to be part of a team that is so well regarded by our customers and the communities we serve, it is such an energizing foundation for this new role.”, said Katie Catlender, EVP and Chief Customer Officer, CSB. “A customer focus means so much more than just providing good service, our customers will increasingly expect us to personalize and simplify their financial well-being, as well as provide more value to their relationship with us as a bank, based on what matters most in their lives, and for their businesses to thrive.”

This role has a wide strategic impact on the organization by defining the key disciplines that support customer experience best practices and prove a return on investment. By creating a persistent focus on the relationships our customers have with the Bank, and by driving the organization to focus on the people, processes, and measurements that work together, our corporate and customer strategy becomes one.

ABOUT CAMBRIDGE SAVINGS BANK

Cambridge Savings Bank is a full-service banking institution with over $4 billion in assets. As a mutual bank, CSB is committed to improving the quality of life of our employees, customers and the communities we serve. One of the oldest and largest community banks in Massachusetts, Cambridge Savings Bank offers a full line of individual and business banking services and has branches located in Arlington, Bedford, Belmont, Burlington, Cambridge, Charlestown, Concord, Lexington, Newton, and Watertown. www.cambridgesavings.com