udith Campbell brought with her a clear set of priorities when she took over last week as sen
ior VP and CIO at New York Life Insurance Co.
"The important thing is to do the right thing for the customer," says Campbell, who replaces former CIO Lee Lapioli at New York Life. "Hopefully, I'll bring to the table some leadership skill and help getcustomers what they really need."
Campbell, who graduated with a degree in history from Chestnut Hill College in Philadelphia, was introduced to banking 17 years ago almost by accident. While working in real estate, she helped a bank relocate its employees. "I was immediately attracted to the operations of banking," she says. "My career grew out of making things work."
Campbell officially started her banking career in 1981 at Chemical Bank in New York, where she worked for 12 years. She began in the human resources department and ended up in operations. Campbell managed Chemical's call center and worked on strategic and technology planning.
Campbell has built two call centers during her career. The first was at Midlantic Bank in Edison, N.J., wher
e she served as senior VP
and director of customer service. Campbell joined PNC Bank Corp. in 1996 when it acquired Midlantic. She set up her second call center there and also took charge of the Pittsburgh bank's 2,200 automatic teller machines.
"We wanted to have 24 hours a day, seven days a week to deal with customers and allow for service and sales," she says. Campbell was also instrumental in setting up PNC's PC banking service, which provided more convenience for customers. "You can get everything you need from a bank [via PC] but cash," she says.
Campbell views her venture into the insurance sector as a change in venue rather than in career path. "The terms are different," she says, "but the problems are the same; it's just getting through the acronyms."
Campbell is a firm believer in distributed computing and in putting technology within reach of the end user. "New York Life has been making the change [to distributed computing], and I plan to continue it," she says.
IT serves the b
usiness model, adds Campbell, not the other way around. "Technology automates what the business thought of." Especially when that means keeping customers satisfied.
IS Resumé
Judith Campbell
Employer: New York Life Insurance Co.
Title: Senior VP and CIO
Previous positions: Senior VP and
manager of deposit products, consumer payments,
and direct banking at PNC Bank Corp.; senior VP and director of
customer service at Midlantic Bank
Education: B.A. degree in history
from Chestnut Hill College in Philadelphia
Hobby: Tracing family history
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udith Campbell brought with her a clear set of priorities when she took over last week as sen
ior VP and CIO at New York Life Insurance Co.
