Rich Dorfman

Rich Dorfman, MBA, currently serves as the Director of Customer Experience Strategy at Eastern Bank, a role held since October 2008, where efforts have focused on enhancing customer experience through program design and Voice of Customer management. Prior to this, Rich founded and led Grayrock Consulting from 2002 to 2008, providing strategic advice to small business banks. Additional experience includes roles such as Director of Marketing & Business Development at Direct Federal Credit Union, Vice President at Fleet Bank/Shawmut Bank, and Vice President at Chemical Bank, where Rich developed initiatives targeting women and minority business enterprises. Rich's early career included brand management positions at James River Corporation and American Home Products. Rich holds an MBA in Marketing and MIS from Drexel University and a Bachelor of Science in Management from Penn State University.