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Matt Fidler

Zone Manager @ Ford Motor Co

Customer Experience Executive

Greater Pittsburgh Region

Ranked #1,433 out of 28,660 for Zone Manager in United States

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Matt Fidler's Email Addresses & Phone Numbers

Matt Fidler's Work Experience

Ford Motor Co

Zone Manager

July 2001 to June 2003

Detroit, MI + Orlando, FL

Development Dimensions International

Marketing Representative

July 1998 to August 1999

Greater Pittsburgh Area

MoMa Experience Consulting


Pittsburgh, Pennsylvania, United States

Matt Fidler's Education

Penn State

MBA, Brand Management

1999 to 2001

Grove City College

BS, Business Management

1994 to 1998

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About Matt Fidler's Current Company

Ford Motor Co

Frequently Asked Questions about Matt Fidler

What company does Matt Fidler work for?

Matt Fidler works for Ford Motor Co

What is Matt Fidler's role at Ford Motor Co?

Matt Fidler is Zone Manager

What is Matt Fidler's personal email address?

Matt Fidler's personal email address is m****[email protected]

What is Matt Fidler's business email address?

Matt Fidler's business email addresses are not available

What is Matt Fidler's Phone Number?

Matt Fidler's phone (**) *** *** 326

What industry does Matt Fidler work in?

Matt Fidler works in the Consumer Services industry.

About Matt Fidler

📖 Summary

Zone Manager @ Ford Motor Co From July 2001 to June 2003 (2 years) Detroit, MI + Orlando, FLMarketing Representative @ Development Dimensions International From July 1998 to August 1999 (1 year 2 months) Greater Pittsburgh AreaPresident @ MoMa Experience Consulting MoMa Consulting is a boutique customer experience consultancy that advises CEOs and executives who desire to create, evolve or refresh their strategic customer experience function. We counsel clients through the process, including concept development and Board approval, CX strategy development, research and insight generation, ROI methodology and structure, organizational design and process definition and installation.→ Counsel the CMO of a high-growth pharmaceutical management company to build CX strategy, research and design into the company’s initial foundation and processes. This structure allows the company to quickly identify and resolve customer pain and create new value-added experiences.→ Designed and facilitated stakeholder interviews and requirements workshops with Client’s full leadership team to define CX guiding principles upon which CX strategy, journey maps and installations are based. Pittsburgh, Pennsylvania, United StatesVice President of Customer Experience @ Guardian Protection → Customer experience strategy: Be the champion for the customer. Own the strategy, planning and execution of omni-channel customer experience across all touchpoints. Implement the end to end CX function including market research, employee experience, change management, cross-functional business leader buy-in and financial justification. → Customer lifecycle management: Define and influence future lifetime value through higher NPS and customer satisfaction scores. Map the customer journey, create listening points via real-time surveys and define and standardize interventions for each step in the journey. Tactics resulted in identifying latent customer dissatisfaction and changing over 57% from Detractors to Promoters.→ Chief of Staff - trusted advisor to the CEO. Installed initial corporate strategy development process. Ensure the voice of the customer permeates planning by using market research data to inform corporate strategy and corresponding initiative investments. → Corporate Learning and Development: Work with key business contacts to assess the needs of the business and develop comprehensive training plans, ensuring that these solutions and programs support business drivers and targets. Develop a learning management system to provide development opportunities throughout various career stages and levels. → Product Development: Oversee organization-wide activities related to product development and approval, balancing speed to market with assurance of product quality. Lead a cross-functional team through process redesign and execution, including sales, marketing, technical product, training, IT and finance. From October 2015 to March 2020 (4 years 6 months) Greater Pittsburgh AreaVice President of Customer Experience, Insights + Planning @ Highmark Blue Cross Blue Shield Serve as the customer experience executive by building a CX function, evolving market research and infusing planning with a member focus. Secure funding from C-suite and oversee member capability roadmap.→ Led full scope assessment of the omni-channel customer experience. Used ethnographic and quantitative research to pinpoint more than 200 company-wide improvements. Working with 30+ internal departments, rolled out over 80 consumer experience improvements per year increasing member satisfaction and retention. Annually identified $3M in savings that also increased key customer experience metrics.→ Created an internal data store for all market research data to enable cross-company data analysis and insights. Decreased annual spend by 25% by moving to digital research methodologies and reinvested in experience research. From May 2014 to September 2015 (1 year 5 months) Greater Pittsburgh AreaVice President of Consumerism & Retail Marketing @ Highmark Blue Cross Blue Shield Broad responsibility spanning multiple marketing and sales channels including digital and social, marketing services, customer experience, retail, telesales and corporate partnerships. Oversee marketing capability roadmap, setting vision and securing buy-in and funding from C-suite.Digital strategy: Installed new digital strategy, experiences and designs across all digital platforms.→ Served as executive sponsor of key digital replatforming projects that utilized human-centered design and agile development to revive the member site, launch an ecommerce platform and migrate to a new content management system.→ Annually identified and installed top 10 digital improvements across the brand, increasing visitor satisfaction and self-service and decreasing leakage to more expensive channels.→ Directed the brand’s unified foray into social media. Installed a 15-person internal governance team and achieved stronger social presence than closest three competitors combined within 6 months.Marketing Leadership: Led all aspects of marketing services including intake, traffic, production, CRM and analytics.→ Designed structure and assessed performance of 140 staff for the new operating model.→ Sourced and installed new campaign management software to support targeted marketing and associated analytics. Executed over 200 campaigns annually, including direct, email and SMS.→ Installed’s Sales Cloud to support telesales, retail and digital acquisition and enable more accurate cost-per-channel metrics.→ Replaced existing generic outreach campaigns with segment-based messaging, offers and channel delivery, increasing participation in e-delivery, wellness and care management programs. From January 2010 to May 2014 (4 years 5 months) Greater Pittsburgh AreaDirector of Consumerism & Retail Marketing @ Highmark Blue Cross Blue Shield → Developed a health insurance retail store chain that delivered $110M in revenue in under three years. Designed in-store experiences that yielded 91% top-two box satisfaction and 58 NPS.→ Championed segmentation of 5 million health plan members based on attitudes, beliefs and values.→ Created an event marketing team that annually created over 10K sales leads From July 2008 to January 2010 (1 year 7 months) Director of Pre-Health Brands @ Kaplan Test Prep and Admissions → Drove $60M in annual sales across four unique brands. Broad-scope responsibility spanning P&L, product strategy and development, pricing and promotions.→Negotiated multimillion-dollar agreement to utilize actual test content in test preparation products, an enormous first-to-market advantage which fueled double-digit sales growth and significant share gain from competitors.→Launched four new products annually, including new medical school prep product offerings for the ultra-premium market segment that generated 100% sales increase in the product’s second year.→Served as subject matter expert and PR spokesperson for 200+ media appearances, including interviews with the Associated Press, Wall Street Journal and Los Angeles Times.→As Assistant Brand Manager of GRE & GMAT, successfully managed two brands with sales exceeding $40M annually. Utilized market-research data to develop segmentation strategies and new product offerings, dramatically expanding brand presence in untapped, value-priced market segments. From October 2005 to June 2008 (2 years 9 months) New York, New York, United StatesAssociate Brand Manager @ Sherwin-WIlliams → 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. Carried out extensive pricing and margin analysis, proactively monitoring the competitive landscape.→ Spearheaded successful launch of two new products annually.→ Prudently managed $4M point-of-purchase budget including design and production for headers, verticals, brochures and custom marketing pieces for Wal-Mart, Home Depot, Lowe's and independent retailers. Revamped collateral fulfillment process, reducing time-to-fill and out-of-stocks at retail partners. From June 2003 to October 2005 (2 years 5 months) Upper Saddle River, NJ

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In a nutshell

Matt Fidler's Personality Type

Extraversion (E), Intuition (N), Feeling (F), Judging (J)

Average Tenure

2 year(s), 6 month(s)

Matt Fidler's Willingness to Change Jobs



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