Era Ziroe

Director of Client and Employee Experience KeyBank

Era Ziroe is SVP and Director of Client & Employee Experience at KeyBank. In her role, Era acts as a catalyst for change, driving a client-centric culture throughout the bank. With her innovative thinking and expertise, Era inspires improvement in every aspect of the client journey, using transformative capabilities around listening, analytics, cross-functional collaboration, solution design, and employee empowerment to promote growth and enhance the overall lifetime value of clients. Era is dedicated to listening to clients and devoted to taking action. By staying attuned to the ever-changing perceptions, needs, and expectations of clients, she equips the organization with real-time data-backed insights. These insights, combined with product and service design capabilities, are transformed into collaborative partnerships and actionable strategies to create remarkable and consistent experiences that foster advocacy and long-lasting client relationships.

Moreover, Era is passionate about nurturing an inclusive and client-focused culture that supports KeyBank's mission to prioritize clients and their unique financial needs. She spearheads the development and management of various employee experience and recognition programs, ensuring that every team member is engaged and motivated to provide exceptional client value. Previously, Era led the Client Success business for Enterprise Payments at KeyBank. She played a crucial role in improving the onboarding experience for new commercial payments clients, while also developing and executing a client experience strategy tailored specifically to the business.

Through her efforts, Era influenced product designs that were centered around the clients, maximizing their results and engagement. Prior to joining KeyBank, Era worked at PNC Bank for 18 years. she most recently drove the strategy to significantly advance the client experience for 2.2 million consumer and small business credit card clients. Prior to that, she held various roles of increasing responsibility at PNC in Residential Real Estate credit risk data management, Home Equity portfolio management, Small Business Deposit product management, and Retail sales incentive program development and execution. Outside of her professional achievements, Era is actively involved in the Parents are Key employee resource group at KeyBank. She provides resources, education, and support for parents across the bank's footprint, showcasing her dedication to both work and community. Era earned her B.B.A. in Marketing from Kent State University, and she currently resides in Cleveland with her loving husband and son.