Chris Hill is providing clients with a warmer welcome at PNC Bank branches

PITTSBURGH — After 29 years at PNC Financial Services Group Inc.⁠, Chris Hill was promoted in March to a new role — for Hill, for PNC and possibly the entire U.S. banking sector. As chief hospitality officer, Hill is charged with taking the customer experience to a new level across PNC’s rapidly increasing footprint, strengthening the connection between the bank’s employees and customers. He also continues as head of mobile branch banking, a post he’s held since 2019. Hill joined PNC after working at George Hill Advertising, his father’s namesake agency, which merged in 1995 to form what eventually was known as FSC Marketing Communications.

What do you do as the chief hospitality officer? To the best of our knowledge, we are the first in banking to (create this role). My role here is to really find opportunities in every client interaction — whether that’s through a traditional branch, calling into the care center, however you might engage with PNC — to instill a sense of hospitality. It’s about recognizing and creating moments for our clients, (so) that they will walk away with a positive and differentiated impression. It breaks us out of the cluster, right? Lots of financial institutions offer a suite of products and services that are fairly similar. If we can create that opportunity, and we’re doing it right, that’s what’s so exciting about this role.

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