Northwest Bank Appoints Three Executives to Overhaul Customer Experience

The bank has tapped Lizzie Siegel, Sarah Mayle, and Greg Hayes to spearhead this transition. Siegel, formerly of Google, takes on the role of executive director of customer experience, design, and innovation, where she will oversee the roadmap for both digital and in-branch redesigns. Sarah Mayle, a veteran of Truist with over two decades of industry experience, will manage financial center enablement, focusing on arming staff with better training and operational tools. Greg Hayes, arriving from KeyBank, rounds out the team as executive director of consumer and marketing analytics, tasked with converting enterprise data into specific growth and retention strategies.

Urich Bowers, chief consumer banking and strategy officer, noted that the move is designed to eliminate friction in the customer journey. By aligning these three disciplines under dedicated leadership, the bank intends to standardize service quality across its footprint in Pennsylvania, New York, Ohio, and Indiana. These appointments signal a shift toward a data-driven service model, moving away from siloed operations toward a more personalized, omnichannel approach for the bank's retail and business clients.