BRADLEY J FELL
Milwaukee,WI
Summary
CUSTOMER EXPERIENCE SENIOR LEADER/DIRECTOR
Strategic and customer-focused Senior Leader insurance with a proven track record of implementing purpose-driven strategies to drive customer experience initiatives aligned with business objectives. Builds cross-stakeholder excitement and leverages expertise in cross-functional leadership, data analysis, and design thinking to enhance customer experiences, and discover customers' unmet needs using qualitative and quantitative data. Navigates heavily matrixed organizations and drives initiatives in line with strategic roadmaps. Skilled in leading cross-functional teams, storytelling, influencing change, and mobilizing action, to achieve high-impact experiences, satisfaction, and operational efficiency.
Overview
23
23
years of professional experience
Work History
Customer Experience Design and Orchestration Senior Advisor
Evernorth (Cigna)
07.2022 - 03.2024
- Crafted seamless and impactful experiences for internal and external customers through a combination of innovative design, collaborative orchestration, gap analysis, and root cause identification
- Emphasizing design thinking principles, led cross-functional teams including Marketing, Communications, Service Operations, and IT to create solutions that not only meet user needs but exceed expectations
- Championed collaboration among diverse teams to create user-centered solutions
- Applied design thinking methodologies across the product and process development lifecycles
- Conducted gap analysis and identified root causes to address user pain points effectively
- Orchestrated the development of user-centric solutions to enhance satisfaction and loyalty
- Facilitated alignment between departments through design thinking workshops, fostering a culture of innovation and excellence, aligned with business goals and continuous improvement.
Customer Experience Insights Leader
Evernorth (Cigna)
05.2017 - 07.2022
- Established and led a new Customer Experience Insights team focused on enhancing customer satisfaction and resolution within the escalated sphere, including escalated calls, misquotes, single-point support, and service recovery
- Aggregated quantitative and qualitative data from multiple sources to identify trends in customer behavior and system issues, driving process improvements
- Collaborated with stakeholders to iteratively streamline and improve processes to increase productivity, adherence to key performance indicators, and overall customer and employee experience
- Designed and piloted workstreams for customers with specific needs as a single-point support model; identified success metrics, and gauged success
- Recruited and mentored team members, emphasizing critical thinking and a strategic mindset to drive performance.
Northwestern Mutual
11.2016 - 03.2017
Customer Experience Leader
Cigna Group Insurance
02.2012 - 10.2016
- Led Customer Experience projects with matrix partners to map the customer journey across all products and channels and performed gap analysis to improve customer experience
- Charged with prioritizing projects and driving customer experience as a cultural shift
- Worked with top-down and bottom-up strategies to shift the way Cigna Group Insurance interacts with customers and improve product offerings
- Instituted process changes to improve Net Promoter Score (NPS) and customer satisfaction
- Collaborated with internal core team stakeholders and leaders to pinpoint gaps, develop strategies, and identify success measurements
- Balanced business and client needs, employee engagement and customer desires to improve communications, processes, and metrics
- Developed and implemented Voice of Customer methodologies and input strategies to address customer needs across all channels
- Addressed all channels including call-center, communications, and web/mobile
- Innovated audit processes for call center evaluations and shifted service models to improve resource utilization and customer experience
- Developed benchmark customer satisfaction, Net Promoter Score, and identified drivers
- Achieved improvements in Net Promoter Score (NPS) and Customer Satisfaction scores year over year through process enhancements and strategic initiatives.
Customer Experience Lead Consultant
Fullhouse Interactive
09.2010 - 08.2012
Director, Marketing
Northwoods Software
09.2005 - 09.2010
Founder / Owner / Managing Partner
Tenthirty, LLC
10.2000 - 09.2005
Education
Bachelor of Arts (B.A - Psychology / Sociology
Middlebury College
Middlebury, VTSkills
- Product & Process Innovation
- Voice of Customer (VOC) / Journey Mapping
- Quantitative / Qualitative Data Analysis
- Collaborative Leadership
- Gap Analysis & Root Cause Identification
- Customer/User/Employee Experience Expertise
- Design Thinking Integration
- Usability/User Interface Strategy & A/B Testing
- Project Development & Management
- Change Management
- Storytelling and Stakeholder Influence
Additional Information
- Miro
- Mural
- FigJam / Figma
- SQL
- MS Office
Timeline
Customer Experience Design and Orchestration Senior Advisor
Evernorth (Cigna)
07.2022 - 03.2024
Customer Experience Insights Leader
Evernorth (Cigna)
05.2017 - 07.2022
Northwestern Mutual
11.2016 - 03.2017
Customer Experience Leader
Cigna Group Insurance
02.2012 - 10.2016
Customer Experience Lead Consultant
Fullhouse Interactive
09.2010 - 08.2012
Director, Marketing
Northwoods Software
09.2005 - 09.2010
Founder / Owner / Managing Partner
Tenthirty, LLC
10.2000 - 09.2005
Bachelor of Arts (B.A - Psychology / Sociology
Middlebury College
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