Mark Withington Email & Phone Number

Plymouth, MA, US

United States

Greater Boston Area

• I developed and lead the Service Design Lifecycle Management (SDLM) and Purpose Driven Customer Experience (PDCX) practices at Accelare. Purpose Driven CX uses tradition customer experience and service design tools.
• Designed a transformative customer open enrollment initiative at a commercial health insurance provider that leveraged psychographics and other behavioral economics principals to radically improve the CX
• Deployed SDLM at a major Medicaid financial management service provider.
• Deployed the Cx initiative at the Massachusetts Registry of Motor Vehicles (RMV).
• Designed and deployed a three phase queueing methodology that dramatically reduced wait times at the RMV (see white paper below).
• Deployed SDLM at a major Medicaid service provider.

Plymouth, MA

• Established in 2001, PLMresearch is a sole proprietorship which has helped clients align their people, processes and technology with their strategic vision and value proposition through a well proven, inclusive and.
• Defines project portfolios which implement corporate strategies.
• Provides Program and Project Management leadership on those portfolios.
• Defines and deploys business and technology architectures.
• Designs and deploys rapid development and delivery methodologies (SDLC).
• Aligns architectures and methodologies with the client’s PMO and capital budgeting process.

Primary areas of responsibilities included researching, analyzing and tracking industry trends and providing consulting and market strategy services to technology vendors and emerging marketplaces that leverage e-Business technologies to redefine core business processes. Areas of focus included: supply chain management; vertical and horizontal.

Analyzed customer's business environment. Developed B2B eCommerce strategies. Reviewed and analyzed existing customer processes and systems. Conducted extensive discussions regarding the buying process as it relates to new online strategies. Developed functional design of existing processes, mapped functional areas into an eCommerce presence. Identified.

Responsible for the formulation and implementation of DATEL's long-range Internet strategy. Articulated and presented strategy to sales and marketing business unit personnel and senior management. Evaluated, negotiated, and selected Internet suppliers (ISP's, eCommerce development platform, portal optimization software, webmetrics platform) that would best.

Responsible for the management of DATEL's twenty-three distribution partners throughout the world. Formulated and implemented mutually agreed upon sales and marketing objectives within each territory. Continuously reviewed distributors against objectives and developed new strategies and/or selected new partners to maximize market penetration. Developed.

Master Of Business Administration (Mba), Executive Mba

Bsee, Engineering