Matt Fidler Email & Phone Number

Pittsburgh, PA, US

Dallas, TX, US

Hayward, CA, US

Hayward, CA, US

VIVIO is a Specialty drug carve-out for large self-funded employers and health plans. Utilizing individualized clinical reviews based on patient, disease and drug data allows VIVIO to ensure members are taking the right drug for them at the best total cost for their employer. VIVIO's transparent model passes through 100% of savings to employers, helping.

• Leveraging my extensive customer experience background and leadership skills, I counsel C-suite leaders and business executives. My job is to develop customized CX strategies and implementation plans centered around.
• Architected pioneering market research and CX practice for healthcare client that boosted member engagement and satisfaction.

Warrendale, PA, US

• During my time with Guardian Protection, I directed the strategic and tactical CX operations and initiatives covering people, processes, and technology; reported directly to President. To achieve results, I used voice.
• Slashed annual customer churn by establishing CX initiatives and end-to-end functions, including change management, cross-functional business leader buy-in, employee experience, and financial justification.
• Converted nearly 60% of Detractors to Promoters through customer lifecycle management; mapped out customer journey, developed listening points and installed multidisciplined changes.
• Enhanced overall operations while serving as acting Chief of Staff; devised organization-wide, multi-year strategic roadmap while ensuring voice of the customer permeated plan.
• Aligned business and customer needs during SaaS-based learning management system launch by embedding with learning and development team to overhaul training plans and processes.
• Sparked double-digit conversion percentage growth over prior year by revamping largest customer churn touchpoints including loyalty and moves teams.

Pittsburgh, Pennsylvania, US

• In this role, I built the entire customer experience function and ran the overall operations. My role entailed utilizing my market research and immersive planning skills to improve member satisfaction and experience. I.
• Generated $3M in annual savings and bolstered key CX metrics by championing assessment of omni-channel customer experience, identifying 200 possible improvements, and coordinating with +30 departments to deploy +80 CX.
• Cut 25% from annual spend by transitioning to digital research methodologies and reinvesting in CX research.

Pittsburgh, Pennsylvania, US

• As the VP of Consumerism and Retail Marketing, I owned full accountability for marketing and sales channels, including customer experience, digital marketing and ecommerce, retail, telesales, market research, and.
• Sponsored business-critical digital re-platforming projects that utilized human centered design and agile development to overhaul member site, rollout ecommerce platform, and shift to new content management system.
• Managed implementation of top 10 digital improvements across brand that facilitated self-service, led to increased visitor satisfaction, and lowered leakage to more expensive channels.
• Supercharged participation in e-delivery, wellness and care management programs by transforming outdated and basic outreach campaigns with segment-based messaging, offers, and channel delivery.

Pittsburgh, Pennsylvania, US

• I oversaw the development of customized, tailored, and focused member engagements along with key retail and customer-focused areas, including master data management (MDM) program to develop a single member ID that.
• Led creation of health insurance retail store chain that produced $110M in revenue in less than three years; devised in-store experiences that generated 91% top-two box satisfaction and 58 NPS.
• Championed implementation of Salesforce.com’s Sales Cloud to support telesales, retail operations, and digital acquisition to enable more accurate cost-per-channel metrics.

New York, NY, US

Full brand management responsibilities for $60M in annual sales across four unique brands. Broad-scope responsibility spanning P&L, product strategy and development, and brand strategy.

Cleveland, OH, US

Oversaw 11 Minwax brands with annual sales in excess of $120M. Leveraged market research and point-of-sale data to identify overall category trends and strengthen sales across core products and line extensions.

Dearborn, Michigan, US

Bridgeville, PA, US

Mba, Brand Management & Marketing

Bs, Business Management