​​​​Emmett Fitzgerald Fleming

Senior Analyst- Customer Experience (Medicare & Medicaid )

Aetna / CVS Health-Enterprise Insights CX Strategy

Corporate Headquarters, Rhode Island

​Dec 2022-present

Critical to the day-to-day elements of facilitating large-scale measuring and tracking of Customer Experience.
Responsible for helping drive Aetna/CVS Health's commitment to becoming the most customer-focused healthcare company. A continual approach to get wiser about what customers need, and take action to deliver differentiated experiences that drive growth.
Managing and executing various CX Measurement programs for the Aetna healthcare business for Medicare and Medicaid, using  Medallia, omnichannel analytics, and AI.
Working with a cross-functional team of insights professionals, data engineers, marketing, and customer experience professionals. Understanding the customer feedback strategy and providing the voice-of-the-customer data to drive experience improvements for Aetna members.
Supporting project management elements of Aetna's CX programs. Conducting analysis, communication management, questionnaire design support, and programming.
Stakeholder and vendor management, account team training and support, survey vendor/platform management.

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Senior Consultant Marketing Analysis- Customer Experience (Kidney Care )

CVS Health -Corporate Headquarters, Rhode Island

​2022-Dec 2022

A key member of the marketing team in managing the marketing analytics plan, and developing analytics insights and actionable solutions to optimize campaign and tactic performance.

Collaborates across the marketing team to understand strategies, problems, and goals.
Partners across enterprise analytics teams to align to existing standards and engage external Adobe Analytics Develops the proper tagging to provide comprehensive metrics to assess the performance of the website, paid media, owned social, SalesForce CRM campaigns (email, SMS), and traditional channel tactics. 

Resolve issues and identify ways to remove barriers that hinder analytics initiatives.
Ingest data from multiple sources – media performance data, SalesForce CRM tactics, Adobe Analytics and Tableau.

Generating actionable insights and telling a story of overall marketing performance against goal.

Leveraging excellent communication to develop and present monthly reporting updates to chief officers, marketing business directors, and Kidney Care stakeholders at business operations review meetings.

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Marketing Manager -OIS Cybersecurity (Behavior Management & Communications

LabCorp -Burlington Div Headquarters

​2019 - 2021

Consistently communicated and promoted cybersecurity and brand awareness by eliminating vulnerabilities. Designed, implemented, and executed change management processes for communication and marketing plans. Identified, monitored, and analyzed performance metrics and A/B testing to improve digital marketing and channels. Created, implemented, and managed promotional campaigns and marketing programs for departments and SaaS for our teams based in many global locations, including India, China, Europe, and the USA.

Designed and contracted the construction and development of a mobile app for over 70,000 employees. Marketing project management by increasing productivity and providing guidelines to campaigns. Collaborated with stakeholders to develop strategies and methodologies for email marketing and surveys. Supported the Director on marketing program, branding, and saving time on multiple projects

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Founder / President / Program Director

Emit Productions ( EMITRADIO & EMIT TV/ Digital Marketing)

2014-Self employed

Created and developed an internet-based network that platforms music and videos for the entertainment of local areas consisting of all genres playing hits of yesterday, today, and tomorrow. Recorded, produced, and edited many audio and video commercials, jingles, and programs for internet radio and TV. Overcame many creative and technical challenges for optimum sound quality and effects. Acquired clients, local sponsors, and advertisers for advertisements and sales. Developed and engineered audio advertisements for businesses and charities. Established licensing and streaming technologies to be aligned with the platforms, while maintaining programs like Payola. Worked with web developers to create and design the website to ensure the best user experience. Ability to work with multiple audio and video recording equipment, software as well as digital and analog consoles. Interviewed, collaborated, and worked with many artists, bands, and businesses over several years. Utilizing my social media marketing skills created campaigns and promo videos using Canva, Filmora, Adobe, etc for the outlets of Facebook, Instagram, YouTube, etc to saturate the markets in the Carolinas.

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Fuel Pricing Category Management Analyst/ Brand Ambassador

-Exxon & Marathon

Circle K Stores Inc S.E Division Headquarters

​2018 - 2019

Initiated price analysis - analyzing the demand data, the competitors, and market trends to set and achieve targets. Managed Exxon and Marathon brands as brand ambassador: creatively communicated brand awareness. Provided customer analysis to identify consumer behavior, and demographics and make recommendations for the correction of business. Increased productivity in branding and pricing across regions. Supported the Director of Fuel in developing pricing and marketing strategies. Accomplished artificial intelligence configuration migration in over 200 stores that are aligned with the business aspirations in selective regions.

Performed margin, and pricing analysis, set KPI’s and daily cost reporting based on the market to support business leads. Monitored, and updated fuel pricing of stores and competitors in Atlanta, Charlotte, and Western North Carolina.

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Marketing Category Management Analyst

Circle K Stores Inc S.E Division Headquarters

​2015 - 2018

Provided assistance to Vice President, Marketing Category Directors in developing budgets. Developed and formulated promotional, financial, marketing, and advertising management strategies for growth. Conducted consumer promotion analysis to study product lifecycle and marketing impact on categories and brands. Assisted with the marketing plan of stores, branding of products, promotional activities, and sales for categories. Created and analyzed P&L’s, margin detail reports, financial reporting, and market trends to recommend new strategies for increased sales and profitability. Set KPI’s and configured data in financial for developing budgets.

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Marketing Research Coordinator & Analyst

Europa Sports Products

​2008 - 2014

(Largest Health Supplement /drink distributor in the U.S.)

Coordinated digital marketing analysis of campaigns for members/customers for events. Engineered strategic planning and creation of dashboards for the Chief Marketing Officer. Detailed qualitative and quantitative research to manage and analyze members/customers. Improved and directed digital performance and productivity by assisting the web team. Boosted social media marketing and public relations for the company’s many multiple websites. Developed excel financial analysis of Marketing budget, Tradeshow trends, sales figures, and ratios and cut spending on marketing programs. Engaged in branding and advertising campaigns for Europa, NOGii brands, and major tradeshow events.

Increased brand awareness, through lead generation, email marketing, and granting new customers and information.

 

Business Sales Analyst

Europa Sports Products

​2007-2008

Worked with CEO, VP, and Sales Mgrs to identify opportunities for improvement in sales, and operations. Increased sales by collaborating with sales representatives through the analysis of various data. Generated and developed BI reports for the Vice President and Sales management to make high-level decisions.

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