Reliance Matrix, a technology-driven employee benefits and absence management leader, has announced Gordon Smith has been promoted to the Senior Leadership Team in the newly created role of Chief Customer Experience Officer (CXO). He reports directly to Reliance Matrix CEO Chris Fazzini.
“For more than 20 years, Gordon has been a driver of excellence and innovation, and a powerful advocate for our clients and customers,” Fazzini said. “I am proud to announce this next phase in his journey with us.”
In this new role, Gordon assumes responsibility for advancing all customer-facing technology experiences and business processes, acting as executive sponsor of the company’s enterprise Customer Experience Strategy.
Gordon joined the organization in 2003 as Vice President and Chief Information Officer of Matrix Absence Management, the leading national absence management TPA. His visionary leadership and commitment to customer service transformation led to him being named Chief Solutions Officer of Reliance Matrix. During his tenure Gordon and his team pioneered more than a dozen technology tools and platforms, helping to reshape the absence management landscape. These advances include the first client and claimant facing mobile apps, just-in-time SMS text updates, an innovative, calendar-based workforce productivity tool, and a sophisticated absence planning tool able to be used jointly by employees, supervisors and HR administrators. These last two products – Absence Radar® and Absence Blueprint®, respectively – have been awarded US patents.
In 2023, Reliance Matrix was named the #1 US absence management provider by Spring Consulting in their biannual market survey.
“I’m thrilled to welcome Gordon to the Senior Leadership team,” said Mark Marsters, President of Matrix Absence Management. “Since my arrival at Reliance Matrix, the time I’ve spent working closely with Gordon to advance customer experience has been some of the most satisfying, exciting moments of my career. He’s a visionary, and an agent of positive change.”
A native of Ireland, Gordon earned his Higher National Diploma in Electronic Engineering from the University of Ulster and his British Computer Society qualification in Computing. Prior to joining Reliance Matrix, his 15-year career in Europe and the US included serving as Vice President of Client Services for a leading provider of Workers’ Compensation claims administration software.
Gordon resides with his family in southern California.
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