The PNC Financial Services Group, Inc. Announces Retirement of Karen Larrimer as Head of Retail Banking and Chief Customer Officer
The PNC Financial Services Group, Inc. announced that Karen Larrimer, head of Retail Banking and chief customer officer, has elected to retire after more than 27 years of service and leadership to the bank. Larrimer will remain as the bank's chief customer officer through 2022, as she transitions out of her role as head of Retail Banking, effective July 1. Alex Overstrom, PNC's current head of Small Business and deputy head of Retail Banking, will assume responsibility for leading PNC's Retail Banking line of business. Larrimer has led Retail Banking since July 2016, following her appointment to chief customer officer in 2014. Prior to that, she held several executive positions at PNC, including chief marketing officer, EVP for Business Banking and leadership roles within Treasury Management. Before joining PNC, Karen was an assistant director for Ernst & Young and served as a vice president in Corporate Banking at Mellon Bank. During her tenure at PNC, Larrimer has led numerous significant programs and projects that have helped position the bank as a national competitor. In particular, as the head of Retail, she led PNC's digital expansion, the creation of Solution Centers in PNC's expansion markets and several rebranding efforts through acquisitions. She also notably led the launch of Low Cash Mode® last year, which represented the industry's first big move to address overdraft fees and the dissatisfaction they cause for customers. As PNC's first chief customer officer, Larrimer also established the Office of the Customer, led several efforts designed to improve the bank's customers' experience, and rolled out an analytical measurement tool to gauge employee and customer satisfaction.