Andy Netzel

SVP, CX Strategy Director KeyBank Inc.

Andy is the SVP, 360° Measurement & Impact at KeyBank. He has 15+ years’ experience leading analytics-driven marketing, customer insights, and cross-functional teams with a focus on driving business impact. He sits on the enterprise Experience & Design team driving change at scale across both the consumer and commercial banks. KeyBank is a so-called super regional bank, one of the top 20 largest banks in the United States and a member of the Fortune 500. Andy searches for customer insights in traditional CX places (ethnographic research, NPS, journey mapping) and by reading between the lines in both business data and customer actions. He’s been recently tasked with driving scale in the research function, standing up a behavioral research practice and identifying KPIs for all active design work. He’s a change agent who has routinely been tasked to build and lead cross-functional teams to solve lingering problems. While Andy has worked at a bank for the past seven years, he’s also worked in marketing cyber security, improving vacuum cleaner design, shaping the experience of buying personalized gifts at the mall and even used census data to optimize an ice cream truck route. He lives in Ohio with his wife Margie and two children Emily (19) and Clark (11), and he spends his weekends cheering on Arsenal in the English Premier League.