Michael Matza is Senior Strategic Consulting Director at Maritz Research. In this role, he consults with clients to develop more effective studies, provide actionable insights and, ultimately, produce a blueprint for linking their Voice of the Customer (and Employee)� insights with operational metrics and business results.Prior to joining Maritz Research, Matza served as a Senior Vice President, Division Executive for JP Morgan Chase (formerly Washington Mutual) for the Service Excellence Division where he was responsible for the implementation, measurement, training, and continuous improvement of the enterprise-wide �Voice of the Customer� program.He was also responsible for the Banks� Office of Thrift Supervision (OTS) and State Regulators compliance and examinations through leadership of internal Call Center which served as single point of consumer contact � phones, correspondence, email�for enterprise-wide complaint management, reporting and problem resolution. Michael also supported the development across the Bank of a culture in which individuals and teams consistently set their success criteria based on assuring the customer�s highest levels of satisfaction & loyalty within acceptable cost levels.Prior to that, he consulted and worked in financial services, healthcare, eBusiness and direct marketing industries both domestically and internationally where his assignments primarily focused on strategy, business plan development and implementation, as well as back office operations and new product and business expansion.Matza has worked with most major financial institutions, transaction processing companies, SONY Corporation and BlueCross/Blue Shield, in addition to Fortune 500 and start-up companies.
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Independent and authoritative analysis and perspective for the banking industry