M&T snags JPMorgan exec as head of customer experience

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M&T Bank Corp., in Buffalo, N.Y., has plucked away a longtime banker from JPMorgan Chase to serve as its chief customer experience officer.

Aarthi Murali will be the first M&T official to hold that title, the $119.9 billion-asset bank said Monday. She will report to Christopher Kay, executive vice president and head of consumer banking, business banking and marketing.

"We are thrilled to welcome Aarthi to our team. Under her leadership we will keep our customers at the center of all that we do by supplementing new technologies with personalized, localized service that is uniquely identifiable as an M&T experience,” Kay said in a press release.

Murali worked at JPMorgan Chase for 17 years, most recently as head of client experience in its commercial bank; she was previously executive director for customer experience. She worked at Motorola Solutions before she joined JPMorgan and has a master’s degree in computer science from Loyola University in Chicago.

M&T said that her mission will be to “create a distinctive and seamless customer experience across the enterprise.”

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