EVP, Retail Banking, Zions First National Bank
LeeAnne Linderman has long been in charge of Zions First National Bank's network of 128 branches in Utah and Idaho. Now she also has oversight of 172 ATMs, online and mobile banking, and whatever other emerging technology might come along and change the ways in which customers interact with the bank.
She is expected to coordinate these channels with the customer contact center, which is managed by the bank's parent company. And she is charged with developing an aggressive channel migration strategy bank wide.
As part of this initiative, Linderman created a new Channel Strategy Manager position to help individual branches drive customers, when appropriate, to more convenient options like the Internet or ATMs. But Linderman stresses that her main goal is to ensure the best experience for customers in whatever channel they choose-not to funnel traffic. Her work will center on how best to facilitate a customer shift that got underway on its own. She says the bank's enhanced ATMs, which the company refers to as "express teller" machines, already are handling greater transaction volume and helping decrease more costly branch use. As of 2011, the enhanced ATMs serviced 15 percent of branch transactions-a number Zions aims to improve even more.