With 15+ years of experience as a customer experience and digital strategy executive, I excel in designing and implementing innovative, data-driven, and customer-oriented digital/mobile/content strategies and integrated omni-channel programs. I have a consistent track record of optimizing customer experience and exceeding revenue and customer engagement metrics for enterprise organizations in healthcare, life sciences, and finance.As a visionary customer experience change agent, I have led the planning and execution of comprehensive customer experience transformation plans supported by robust digital/content strategies, research insights, and UI/UX design and analytics capabilities. I thrive on building teams, systems, and processes from the ground up to establish world-class digital and omnichannel experience organizations. Having managed teams of 50+, budgets of $10M+, and account P&Ls of up to $250M+ in my career, I am adept at driving tangible results while maintaining a focus on innovation and excellence.I am deeply committed to staying at the forefront of digital innovation and customer experience excellence, constantly seeking out opportunities to leverage emerging technologies and industry best practices to deliver exceptional value to both internal and external stakeholders.Career Highlights:• Developed the 2024 Customer Experience Strategic Plan for Blue Cross Blue Shield of Massachusetts (BCBSMA), securing Board approval and driving implementation to redesign customer experience. • Led a redesign of the Medicare Learning, Shopping, and Enrolling website and omnichannel customer experience for BCBSMA, driving double-digit YoY growth in registrations, conversions, and enrollments. • Directed Accenture Song’s Northeast Health and Public Service Client Group while executing a strategic growth plan that exceeded 2023 metrics for sales by 73%, revenue by 49%, and profit by 10%.• Executed a new donor campaign strategy for Save the Children, growing overall donations by 384%, conversion by 77%, donation amount per donor by 247%, and advertising spending effectiveness by 117%.• Innovated a trademarked approach to patient health literacy (ARULE) for McCann Health to support the buildout of a new patient behavior change practice. • Spearheaded business planning for start-up healthcare advertising agency HealthEd, differentiating HealthEd’s digital offerings and growing the digital business from 15% to 30% of revenue.
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Solution ConsultantMergeWashington, Dc, Us
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President And FounderMbrz Insight & Strategy Llc Mar 2024 - PresentWashingtonI help companies optimize and accelerate their customer experience strategies and tactics. My work focuses on mining qualitative and quantitative insights and translating those insights into journey based experiences. The experience plans encompass strategy, messaging, channel optimization, operational impacts, data analytics, technology recommendations, financial impacts and ongoing optimization.
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Managing Director, Accenture Song Health & Public Service LeadAccenture Song May 2017 - Dec 2023Washington Dc-Baltimore Area• Provided strategic direction for the Northeast Health and Public Service Client Group with P&L accountability for 20+ key accounts. Managing Director, Customer Engagement & Digital Content Strategy | May 2017 to Dec 2023• Directed a team of 15+ specialists in formulating omnichannel customer experience strategies and solutions for clients across diverse sectors.• Redesigned Silicon Valley Bank's content strategy, overseeing all editorial planning, omnichannel engagement, and implementation of new content and digital asset management systems.• Transformed the Medicare content, digital, and mobile experience for a prominent national health insurer and a life sciences firm, creating more intuitive, user-friendly platforms.• Executed a business investment plan that enabled the recruitment of 2 specialists each for the public service and health verticals, resulting in rapid practice expansion that exceeded ambitious growth targets.• Crafted new business proposals for services in innovation management, experience design, creative and content solutions, digital platform overhauls, and modernization of operating models.• Developed a new donor model and targeting strategy for Save the Children, leading a team to redefine donation messaging and implement an integrated omnichannel program.• Authored an omnichannel engagement blueprint for the NYC Pandemic Response Unit and crafted a new content strategy for a globally recognized banking institution. -
Managing Director, Customer Engagement & Digital Content StrategyAccenture Song May 2017 - May 2020New York, New York, United States• Directed a team of 15+ specialists in formulating omnichannel customer experience strategies and solutions for clients across diverse sectors.• Redesigned Silicon Valley Bank's content strategy, overseeing all editorial planning, omnichannel engagement, and implementation of new content and digital asset management systems.• Transformed the Medicare content, digital, and mobile experience for a prominent national health insurer and a life sciences firm, creating more intuitive, user-friendly platforms.
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Interim Chief Experience & Digital OfficerBlue Cross Blue Shield Of Massachusetts Jul 2022 - Aug 2023Boston, Massachusetts, United States• Held end-to-end responsibility for developing, implementing, and optimizing omnichannel experience and customer engagement for Commercial Health and Medicare Members.• Guided a 54-person team and managed a $10M budget spanning strategic research, customer experience design, UX/UI/IA design, segmentation, digital and mobile strategy, operations, and change management.• Created a Customer Experience Strategic Plan for 2024 that incorporated a strategic framework for mapping customer journeys and designing omnichannel experiences. • Implemented a personalization strategy and expanded the Medallia feedback loop across the enterprise, significantly improving collection and analysis of customer feedback to refine service offerings.• Designed and launched a new Medicare Learning, Shopping, and Enrolling website with an integrated omnichannel experience for AEP 2024.• Formulated a business case for a mobile-first engagement strategy (with expected savings of $30M+), including redesigning the member mobile app to address multiple customer pain points. -
Evp, Managing DirectorMccann Health Mar 2013 - Apr 2017Parsippany, Nj• Established and scaled a pioneering patient behavior change practice, focusing on delivering engaging patient programs for diverse healthcare clients.• Built the practice from the ground up, including recruiting a team of behaviorists, developing client-centric offerings, and the creation and trademarking of a unique health literacy and content creation approach.• Designed innovative programs that significantly engaged and empowered patients alongside healthcare professionals such as nurse practitioners, physician assistants, social workers, and patient navigators. -
Chief Strategy OfficerHealthed Group Sep 2010 - Feb 2013Clark, New Jersey• Oversaw the HealthEd Group’s overarching business and marketing strategies while holding P&L responsibility for the account management and strategic planning divisions.• Enhanced performance and accountability for 34 top-performing employees across the Strategy, Analytics, Account Management, Marketing, and Health Education divisions.• Drafted a business plan that forecasted revenue growth, outlined corporate restructuring phases, identified new investment avenues, explored new distribution channels, and planned future capital fundraising.• Transitioned HealthEd’s market positioning from traditional agency models to a specialized instructional and educational design agency, refocusing sales strategies towards more profitable and sustainable segments.• Redefined HealthEd’s digital services to differentiate them from major competitors, successfully elevating the company’s profile in the digital domain and boosting digital business revenues.• Developed and launched a new social platform (www.surroundhealth.net) aimed at health educators, featuring an extensive suite of e-learning tools and interactive applications. -
Evp, Multi-Channel & Relationship MarketingFcb Global Sep 2006 - Aug 2010Greater New York City Area• Built and evolved new core agency capabilities with over 120 employees including an integrated digital, media and CRM consultancy and DraftFCB’s Social Media Offerings. • Launched integrated customer experience programs that combined traditional and online media with advanced analytics that let clients gain deep insights into consumer behavior while realizing ROI.• Led task force that developed full social marketing vision and capabilities for dozens of clients.• Sample successes include delivering a 50%+ increase in targeted conversion to therapy for Embrel and a 25%+ increase in cross sell/upsell among members of a subscription service for Gevalia. -
Senior Partner, Executive Director Of Relationship MarketingOgilvyone Worldwide May 2001 - Aug 2006Greater New York City Area• Consistently won new clients and industry awards (including a PhAME Gold Award) for delivering high-profile and high-ROI client results. • Built and led a team of 17 motivated strategy consultants that designed and implemented online and offline relationship marketing programs that drove brand loyalty and trust.• Sample successes include earning a 12 Pt Share Lift in package goods sales for Mead Johnson, and an 8X increase in response rates in targeted Client Acquisition Program for American Express. -
Director Of Marketing/ Ecrm StrategyMccann Relationship Marketing (Zentropy Partners) Feb 1999 - May 2001Greater New York City Area• Developed innovative eCRM marketing strategies that introduced Microsoft, Coca-Cola, Merck, L’Oreal and other clients to the power of eCRM.• Revitalized the consumer-to-brand relationship for advertisers by leveraging targeted emails, content personalization, online research, usability testing, social recommendations and dynamic promotions. -
Marketing Director Of E-CommerceTime Warner, Time Inc Publishing Division Mar 1997 - Jan 1999• Successfully created online subscription marketing programs that increased online response rates and subscriptions by over 300% for Fortune, Money, Time, Entertainment Weekly, and People magazines. • Leveraged new marketing vehicles (banners, interstitials, links, SEM/ SEO) that beat forecast by 50%.
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Director Of B2B MarketingAt&T Wireless (Formerly Cellular One) May 1995 - Jan 1997Paramus, New Jersey• Transformed Cellular One’s business, revenues and brand reach by launching 3 new B2B products that grew the business subscriber rate by over 2X while beating the SMB subscriber churn rate by 30%-40%. • Created and implemented Cellular One’s first fully automated business lead generation and direct response selling program for small businesses that earned ROI exceeding 150%. -
Senior ManagerAmerican Express Aug 1990 - Mar 1995Greater New York City Area• Won 3 consecutive promotions for growing the balance transfer business by 460%, reducing operating costs by 70%, reducing cycle time by 4 weeks, and growing target customer response rate by over 100%.• Developed, launched and successfully marketed CorporateLink, American Express’ first co-branded Card. • Increased targeting efficiency by 35% by developing a comprehensive likely responder model.
Mike Brzozowski Education Details
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Strategy And Marketing -
International Relations, Political Science
Frequently Asked Questions about Mike Brzozowski
What company does Mike Brzozowski work for?
Mike Brzozowski works for Merge
What is Mike Brzozowski's role at the current company?
Mike Brzozowski's current role is Solution Consultant.
What schools did Mike Brzozowski attend?
Mike Brzozowski attended Massachusetts Institute Of Technology - Sloan School Of Management, University Of Pennsylvania.
Who are Mike Brzozowski's colleagues?
Mike Brzozowski's colleagues are Kaitlyn Breed, Pmp, Reginald Jean-Felix, Kai Farr, Samantha (Jenkins) Murphy, Lori Blackburn, Lena Singer, Crystal Pacheco.
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