Matt Fidler

About Matt Fidler

I help organizations turn customer experience into a strategic growth engine.Over the past two decades, I’ve led CX transformation across healthcare, SaaS, FinTech, and tech-enabled services—building experience functions from scratch, revitalizing legacy delivery models, and aligning the voice of the customer to business priorities. Whether scaling teams, redesigning journeys, or driving culture change, my focus is always the same: create experiences that retain clients, grow revenue, and unlock enterprise value.As a trusted advisor to CEOs and executive teams, I bring a pragmatic, design-minded approach to transformation. I’ve led cross-functional organizations of 160+ and managed P & Ls exceeding $75M—but I’m equally comfortable rolling up my sleeves to solve root-cause issues or rewire broken onboarding processes. Execution matters as much as strategy, and I’m wired for both.What sets me apart isn’t just experience. It’s a repeatable, real-world playbook:– Translate customer signals into actionable strategy– Build shared ownership across teams and stakeholders– Design for humans, not just systems– Balance quick wins with long-term valueSuccess, in my view, comes down to three truths:1. Listen to the customer, deeply and often. Not just what they say—but what they signal through behavior, context, and unmet need.2. Design the intersection of mutual value. Great CX connects delight to business outcomes: reducing churn, boosting retention, and improving margins.3. Execute relentlessly. Ideas are common. Execution is rare. My edge lies in doing both.Areas of Expertise:Customer Experience (CX) · Strategic Planning · Growth & Retention Strategy · Product Management · Integrated Marketing · Digital Experience & Design · Journey Mapping · CRM · KPI Development · B2B / B2B2C / D2C · P&L Accountability · Human-Centered Design · Corporate L&D

Experience

1. Vice President of Experience and Strategic Partnerships

   Town Square Partners

   Aug 2025 — Present · Pittsburgh, PA, US

   At Town Square Partners, we advise, fund, and grow great companies.I lead experience strategy and strategic partnerships, working with founders and executive teams to design, scale, and operationalize customer experiences that drive growth and long-term value. My work spans international nonprofit and founder-led organizations navigating complex, multi-stakeholder environments.I operate at the intersection of customer experience, operating model design, partnerships, and capital readiness, helping organizations translate vision into execution. This includes aligning stakeholders around clear experience principles, building scalable governance and KPI frameworks, and developing partnership strategies that unlock new growth.The result is practical, executive-level CX leadership that strengthens relationships, accelerates growth, and builds durable enterprise value.

Education

• Penn State Smeal MBA Program

  MBA, Brand Management & Marketing

• Grove City College

  BS, Business Management

Skills

• Customer Experience
• Customer Experience Management
• Leadership
• Brand Management
• Strategy
• Strategic Planning
• Marketing Strategy
• Consumerism
• Market Research
• Customer Insight
• Integrated Marketing
• Marketing
• Strategic Partnerships
• Product Management
• Business Development
• Management
• Team Building
• Segmentation
• Product Development
• Crm
• Market Analysis
• Cross-Functional Team Leadership
• Sales
• Change Management
• Forecasting
• Business Strategy
• Pricing
• Product Marketing
• Competitive Analysis
• E-Commerce
• Market Planning
• Social Media Marketing
• Digital Strategy
• Retail
• Analytics
• Marketing Management
• Marketing Research
• Business Process Improvement
• Customer Relationship Management (Crm)