Patrick Gordon
About Patrick Gordon
Patrick Gordon is the Senior Vice President and Director of Customer Insights & Strategy at City National Bank, where he has worked since 2019. He has extensive experience in strategic planning and customer insights, having held key positions at notable firms such as Ogilvy & Mather, Citi, and Deutsch.
Current Role at City National Bank
Patrick Gordon serves as the Senior Vice President and Director of Customer Insights & Strategy at City National Bank, a position he has held since 2019. In this role, he leads an eight-person team that encompasses Market Research, Customer Experience (CX) Insights, and User Experience (UX) research practices. He manages a budget of $2.1 million annually for the Customer Insights & Strategy department. Gordon has developed foundational research-based strategy artifacts, including client personas and UX digital profiles, which support the bank's strategic initiatives.
Previous Experience in Strategic Planning
Prior to his current role, Patrick Gordon held several positions in strategic planning across various organizations. He worked at Ogilvy & Mather as a Strategic Planner for clients such as Kimberly-Clark and American Express. He also served as a VP and Planning Director at Deutsch. His experience includes a tenure at Lippincott as a Consultant in Brand Strategy and roles at Citi, where he was involved in consumer insights and UX design strategy.
Education and Academic Background
Patrick Gordon earned a Bachelor of Arts degree in Postmodern Philosophy from Tufts University, where he studied from 2003 to 2008. He completed his earlier education at Blair Academy, attending from 1999 to 2003. His academic background has contributed to his analytical approach in customer insights and strategy.
Contributions to Customer Insights and Strategy
At City National Bank, Patrick Gordon has made significant contributions to customer insights and strategy. He created a client and prospect 'Advisory Board' with over 1,400 members to facilitate agile research initiatives. He has presented insights-based strategies to top executives at City National Bank and RBC during Annual Leadership Meetings. Additionally, he oversaw the implementation of CX feedback mechanisms, enhancing the bank's understanding of customer experiences.
Professional Presentations and Conferences
Patrick Gordon presented virtual co-creation best practices at the 2021 Fuel Cycle Connect conference. His presentations often focus on insights-driven strategies and methodologies that enhance customer engagement and experience. He has shared his expertise with a wide audience, including executives and industry professionals.