David Price

David D. Price is a Senior Vice President at Bank of America, and executive-in-residence at the Center for Future Banking. Previously, he was the Customer Experience Executive of the Deposits Contact Centers (DCC), where he was responsible for driving the overall experience of customers contacting DCC. These responsibilities included customer treatment by associates, as well as process improvement through problem tracking/trending and associate feedback portals. Under his leadership, Price helped implement the Feedback and Problem Management Portal; redesigned the DCC associate monitoring and coaching form; and removed AHT (average handle time) as a metric from associates' scorecards, allowing them to focus on completely servicing customer requests rather than on length of the call.

Price joined Bank of America in 1995 as a Customer Service Representative; he led the Six Sigma Process Team and was responsible for process improvement efforts in the Northwest. In 2006, he was promoted to Site Leader of Tri-Cities Contact Center; later that year he transitioned into a role as the Business Support Executive for DCC Consumer West, followed by the Customer Experience role in 2007. David has studied Six Sigma at Bank of America, and is a certified Green Belt, Black Belt, and has completed Master Black Belt training.