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 experiences• 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 (http://www.maritzresearch.com/crowsnest)

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 “Critical to Customer” (CTC) based initiatives. Supported the development of a culture in which the businesses consistently set their criteria for success based on assuring the customer’s highest levels of loyalty within acceptable levels of cost• 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 monthly with a fully integrated Service Climate Survey to 50K employees • 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 realized• 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 Behavior• Responsible for Office of Thrift Supervision (OTS) and State Regulators compliance and examinations• Inventor - Patent Application – Service or Supply Chain Diagnostics Systems for Measuring & Linking Assessments Across An Organization - metrics linked to an integrated view of service/loyalty

Manage strategic planning and implementation initiatives. Develop and execute new businesses & functions across domestic and international environments. Led business development and systems implementation initiatives supporting Financial Services, Healthcare, Customer Experience, Retail and Internet companies. Directed all facets for start-ups and Fortune 500's.• 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 studies, better data, actionable insights,operational efficiencies and, ultimately, a blueprint for linking customer experience to business metrics and both top and bottom line results• 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, world-changing technology utilizing artificial intelligence for scalable web-facing and mobile interactions• 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 and implemented operations center. Directed back office functions, call centers, technology, and business development. Cultivated relationships across a national 500+ member network facilities• 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 systems/database management.

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 administration for an innovative Internet purchasing solution. Oversaw sales and marketing programs, including product research, design, and positioning. Managed partnering initiatives and contract negotiation for EDS, Washington Mutual, and KPMG

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 production. Managed outsourcing initiatives, fulfillment, and customer service.• 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, and new product development. Administered budgets and P&L of $250+ million• 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