Customer Experience Advisory Council Member Profile
Areas of Expertise
Customer Experience Strategy, Accelerate & Improve Decisions with Data
Ron Bogan is the Assistant Vice President and Manager of the Complaint Escalation and Customer Feedback Group with First National Bank of Pennsylvania (FNB). FNB’s presence spans 7 states with approximately 370 branches, 4,500 employees and more than $34 billion in assets.
His current role involves program development and oversight of FNB’s Consumer Feedback Program. The purpose of the program is to protect the corporation from reputational and monetary risk, while striving to use the consumer feedback data to improve customer experience. Since the team’s inception, they have led FNB to a 400 percent increase in program participation, increased FNB’s Better Business Bureau rating to an A+, while decreasing overall regulatory complaint volume. Prior to his advancement to FNB, he led his team to five-star Gallup ratings in employee and customer engagement at another national financial organization.
Ron’s passion inside and outside of work has been leadership development. He’s been a member of Toastmasters International, where he’s chartered, sponsored and served as club president on two occasions to encourage the communication and leadership development of employees. Through Toastmasters Ron has earned his Advanced Leadership Certification, Communicator Bronze Certification, and competed in their international speech competitions.
He serves as a high school mentor to promote student entrepreneurship. His first year’s mentee won a $5,000 scholarship for their partnership in the school’s capstone project.
Ron is also a certified coach, trainer and D.I.S.C. Behavioral Consultant with the John Maxwell Team, using this information to help teens and adults better lead themselves to better understand and lead others.
Ron resides on the East Side of Pittsburgh and is the father of four, ranging from 19 to 5 years of age.