Maria Fernandez-Riddick
Award winning Global Digital & Customer Experience, Project & Product Mgmt. and Business Transformation Leader with exceptional record delivering results.
- Role
- Sr Lead Customer Experience Transformation, Pbm Finance at CVS Health
- Location
- Wilmington, DE, US
- LinkedIn followers
- 500 followers
About Maria Fernandez-Riddick
Award-winning career in Fortune 50 companies with multinational exposure. Exceptional qualifications in customer experience design, research, and management, leading large project teams, identifying, and capturing new market opportunities to accelerate revenue growth. Effective C-level engagement. Solid knowledge of agile business product development. Excellent expertise in business process re-engineering and in executing complex projects using Design Thinking, Agile and Lean Six Sigma methodologies. Bilingual in English and Spanish. Conversational in Portuguese and Italian. MBA. LSSBB. MCPM. Graduate CX Certification from Rutgers. Business Transformation | Certified Customer Experience Management | Design Thinking | Leadership | Certified Lean Six Sigma Black Belt/Project Management | Strategic Planning | Business Development | Industry Knowledge
Experience
Sr Lead Customer Experience Transformation, Pbm Finance
Mar 2023 — Present · Wilmington, NC, US
Identify and assess the CVS Health PBM Finance organization customer journey touchpoints and potential failure/pain points; review and analyze all available PBM customer insight data data to identify opportunities for improvement. • Identify unique customer needs by segment (e.g, Coalition, Third Party Administrators, Medicare, Medicaid, etc.), and work to ensure the business’ operating model is robust enough to cater to these different segments. • Facilitate customer service issues through to resolution, ensuring issue and resolution information is captured and tracked; Review these issues for common themes that could yield systemic improvements to our product / service offerings.
Education
George Mason University – Costello College of Business
Master of Business Administration (M.B.A.), Marketing
Instituto Champagnat
High School, Science
The George Washington University
Master's Certificate, Project Management
1999
Rutgers University
Graduate Certificate, Customer Experience Management
2017
Universidad Simón Bolívar
Engineer’s Degree, Computer Engineering
University of Maryland Global Campus
Certificate, Leadership Development Program
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