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onmi channel, brick and mortar, branch netwok optimization, retail banking, community, credit uion, member experience,migrate transactions, branch technology, digital
branch networks, branch transformation, digital connected banks community banking credit union consulting


community banking consultant credit union customer experience expert improve member experience
Suzanne Arno
Managing Partner
GIS analysis branch mapping branch network optimization market analysis data-driven
Catherine Lewis
Managing Partner

Suzanne’s mantra, “customer service is not a department, it is an attitude” reveals her passion for teaching others that service is your trademark.  She has spent her career in retail, banking, and consulting, educating others on how to enhance their service delivery.  Suzanne believes it all starts and ends with the customer. 


Her more than 20 years of experience with top retail organizations and big five banks give her the foundational knowledge to advise clients on how to transform their branch network with an emphasis on the customer experience and employee engagement. She has extensive experience leading implementation teams, developing employee training, driving employee execution, and rolling out new products/initiatives. 


Suzanne earned a Bachelor’s degree in English Language and Literature from Emory and Henry College, Emory, VA.


Suzanne lives in Charlotte, NC with her husband, two children, and their chocolate lab. During off-hours, you will find her pacing the sidelines cheering on her kids at their various sporting events.

Catherine has worked with financial institutions for 18 years, first contributing to delivery network decisions at a top-five national bank and then advising financial institutions across the country, as they tackle the challenges of adapting to changing technology and optimizing their delivery networks.



Before joining the banking industry, she spent valuable time at a world-class research institution (Harvard University) and at a rapidly expanding national retailer. With each solution she crafts for her clients, she employs the analytical rigor and geospatial lens that she developed during her time with these organizations.


Catherine earned a Bachelor’s degree in Business Administration from the University of Prince Edward Island, and a Masters of Business Administration, with a concentration in Real Estate Development, from the University of North Carolina, Charlotte.


Catherine grew up in beautiful Prince Edward Island, Canada. She currently lives in Charlotte, NC with her husband and their son. They spend their free time trying new recipes, traveling to visit family, and dabbling in various home and rental projects.

Top five Gallup StrengthsFinder® strengths:

Responsibility, Deliberative, Developer, Arranger, Relator

Top five Gallup StrengthsFinder® strengths:

Learner, Responsibility, Achiever, Analytical, Input

LinkedIn Profile:

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