Michael Matza Email & Phone Number

• Extensive experience and a strong track record leading enterprise-level VOC based imperatives to drive revenue, reduce expenses and mitigate risk while improving operating performance and efficiency
• Director in Financial Services Advisory and a leader in PwC Customer Experience and Digital practice, leading initiatives to set up services companies for long term success through enhanced customer and employee.
• Leveraging extensive Voice of Customer and Employee experiences as both a Practitioner and Advisor to align CX initiatives to evolving customer expectations, organizational metrics and operational priorities.
• Specialist in overall CX strategy and tactical implementations to think beyond just current considerations to incorporate longer-term VOC based capabilities and CX digital approaches
• Develops and implements actionable models to support the mobilization and ongoing management of programs to deliver increased revenue, reduced expenses and mitigation of risk through the VOC and CX

• Manage strategic planning and tactical implementation initiatives supporting Customer Experience programs for Financial Services, Insurance, Healthcare, Technology, and Retail sectors
• Lead projects for $50+MM Research line of business by integrating unique perspectives with practical experience to develop solutions in support of Customer Experience Measurement and Management
• Provide clients with actionable insights, operational efficiencies, data integration and, ultimately, a blueprint for linking customer experience to business process performance metrics and initiatives
• Developed and implemented innovative program for financial services industry - CrowsNest™ designed to mitigate compliance regulatory issues in support of CFPB (and other) requirements.

• Led the implementation, training and evolution of the Customer Experience Management program. Developed strategy, measurement of effectiveness, mystery shopping and raising operational performance through execution of.
• Provided actionable information on key drivers such as service, brand, problem resolution, satisfaction, willingness to recommend, operational efficiencies through 30 business line surveys reaching 25K customers.
• Reduced by 60% the department's workforce across 3 sites with no deterioration in KPI metrics and SLAs – achieved in excess of $7MM annual hard savings
• Led the Bank’s internal Call Center with 250+ FTE; Single point of consumer contact – phones, correspondence, email - for enterprise wide complaint management, reporting and problem resolution.
• Developed CTC reporting and analytics programs with systems providing linkage of Voice of the Customer insights with enterprise wide improvement programs/projects: 200+ initiatives with multi-million dollar savings.
• Enterprise-wide Service Leadership initiatives to increase customer loyalty, reduce pain points, and deepen relationships include training of 40K employees; development of bank-wide Service Principles, Standards and.

• Manage strategic planning and implementation initiatives. Develop and execute new businesses & functions across domestic and international environments. Led business development and systems implementation initiatives.
• Leading projects by integrating unique perspectives with practical experience to develop solutions to support Customer Experience Measurement & Management solutions. Supporting clients to provide more effective.
• Providing product development and monetization, customer experience management, operations, and business development professional services for a well funded ($24MM) startup focused on creating innovative, relevant.
• At SONY, served as Subject Matter Expert - led multi disciplined project team in development of revolutionary authentication, authorization and payment concept for merchants, issuers and transaction processors
• Provided guidance to optimize strategic positioning efforts for innovative payment business endeavors for the Healthcare industry.Served as CEO leveraging payments and CX expertise. Designed system processing platform.
• Directed private label operations and organizational expansion of the SeaDoo and SkiDoo products lines for a major consumer finance corporation (Bombardier). Served as COO and oversaw sales and marketing and.

Directed domestic and international business initiatives for this global payments company providing a feature-rich, fraud-proof online payment system supporting emerging technologies. Built a team-oriented, customer-centric organizational infrastructure. Managed startup functions, policy implementation, operations, business development, and infrastructure.

• Oversaw operations management and P&L as a principal of this startup venture. Administered all facets of business unit, including business development, process implementation, market analysis, merchandising, and.
• Launched, implemented, and managed a successful consumer mail order division targeting catalog sales of distinctive Vatican Museum collectibles to upscale consumers

• Directed a wide range of operational and business development functions as founding employee. Oversaw business planning, customer service, information services, financial planning/analysis, human resource functions.
• Developed and implemented the multiple legal entity Accounting and Settlement function.
• Played an essential role in significant corporate growth; generated $7 billion in revenue and secured 16 million cardholders within four years, double company projections.
• Received the Malcolm Baldrige National Quality Award in 1992.
• Implemented an executive response center to efficiently manage VIP servicing operations
• Instituted quality incentive programs along with daily service excellence indicators and established self-directed teams

Executive Education Program

Bachelor Of Science, Finance & Economics

Activities and Societies: Graduated Summa Cum Laude