Chief Experience Officer Chief Operating Officer

MICHAEL BAUBLIT

Customer Experience • Operations • Enterprise Transformation • Digital & AI • Growth Orlando, FL 210-***-**** ********@**.*** linkedin.com/in/michaelbaublit Enterprise Customer Experience, Operations & Transformation Executive with 25+ years leading growth, operating model modernization, and large-scale transformation across Fortune 100 healthcare and financial services organizations. Repeatedly promoted into broader enterprise mandates spanning P&L, customer experience, operations, digital/AI, go- to-market, and organizational transformation. Proven people leader of complex organizations and global workforces exceeding 6K internal and outsourced professionals, with enterprise transformation impact spanning 29K+ customer- facing employees. Trusted by CEOs, executive committees, and boards to translate customer and market insight into strategy, high-performing organizations, and measurable business outcomes.

$19B+ New Business $4.7B+ Cost Transformation $1.6B+ Operational Benefits 29K+ Enterprise Workforce Impact 73M+ Consumers CORE COMPETENCIES

Customer Experience (CX) Strategy & Governance • Voice of the Customer & Journey Mapping • P&L Ownership & Operating Model Design • Digital & AI Transformation • Omni-Channel / CCaaS Contact Center Strategy • M&A Integration & Change Management • Payer & Health Plan Operations • Enterprise Risk & Regulatory Compliance • Executive & Board Advisory • Go-to-Market Strategy & Execution • Revenue & Profit Growth • Customer Retention & Lifecycle Management PROFESSIONAL EXPERIENCE

CUSTOMER EXPERIENCE & TRANSFORMATION CONSULTANT 2023 – Present Advise enterprise healthcare and financial services organizations on customer/member experience, operating model transformation, digital modernization, growth, and enterprise performance, translating strategy into executable roadmaps and quantified business outcomes.

Selected Executive Engagements

Fractional Chief Experience Officer Dec 2025 – Aug 2026

$1B senior care program 6 markets 20 centers

• Led an enterprise member experience transformation targeting 10% higher retention, 15% productivity improvement, and $2M+ in first-year revenue.

• Built the organization's first Voice of the Customer capability, establishing the strategy, listening-post architecture, and AI-driven insights model.

• Redesigned the critical day 1–180 onboarding journey, introducing proactive, channel-of-choice engagement to reduce early-stage churn.

Interim Chief Operating & Experience Officer Dec 2024 – June 2025

$12B regional health plan and care delivery system 55K employees $4B M&A-driven growth. Mandate evolved to Chief Experience & Transformation Officer as enterprise scope expanded.

• Built a five-year member journey strategy projected to deliver $753K in annual retention savings, $4.5M in CMS STAR bonuses, and $190K+ in operational efficiencies.

• Designed an enterprise operating model integrating claims, billing, enrollment, government programs, and provider relations across concurrent M&A integrations.

• Consolidated member-experience vendors, rationalizing $500K+ in annual spend and enabling real-time insights. UNITEDHEALTH GROUP / OPTUM Minneapolis, MN 2013 – 2023 Advanced through three increasingly broad executive mandates, expanding from Optum Health/Care operations to enterprise- wide leadership across Optum's lines of business spanning customer experience, omni-channel strategy, digital transformation, operations, growth, and P&L performance.

Senior Vice President, Customer Experience & Enterprise Transformation Sep 2020 – Feb 2023 Promoted into a broader enterprise transformation and growth mandate encompassing P&L, go-to-market, customer experience, digital engagement, cost transformation, acquisition, and revenue growth.

• Drove $19B+ in booked new business by building an industry-leading Sales Effectiveness program with new acquisition channels.

• Exceeded a $4.7B cost-removal commitment six months early through enterprise-wide expense transformation and outcome improvement.

• Built a Voice of the Customer program capturing 350M+ interactions, reducing expense $120M while increasing NPS 5% and positive customer sentiment 9%.

• Delivered $176M in benefits and 7% revenue growth via a Consumer Engagement Platform enabling 2M real-time personalized offers.

• Increased digital traffic by 50M by pioneering a digital “front door” strategy and delivering the company's largest

.com transformation with zero errors or defects.

Senior Vice President, Omni-Channel Strategy & Experience Mar 2017 – Aug 2020 Promoted to scale the successful Optum Health/Care model enterprise-wide across Optum's lines of business, expanding transformation scope across 29K+ customer-facing employees while leading a complex ecosystem of technology, CCaaS, AI, outsourcing, and strategic partners.

• Delivered $1.6B in five-year benefits by modernizing the CCaaS technology stack and operating environment across 29K customer-facing advisors.

• Integrated 16 acquisitions and 21 companies onto a unified platform, generating $142M in first-year benefits.

• Improved authentication 18% and containment 34% across 110M interactions through AI self-service, IVR, and voice biometrics.

• Generated $45M in annual revenue through conversational AI, automated callbacks, and persona-based routing. Vice President, Customer Care Operations Aug 2013 – Feb 2017 Built the foundational customer-care and omni-channel transformation within Optum Health/Care, establishing the operating model and business case subsequently scaled enterprise-wide.

• Captured 100% of customer interactions and generated $20M in value within six months by identifying and resolving critical customer dissatisfaction drivers.

• Secured $235M in investment to scale the new omni-channel strategy and operating model for rapid growth.

• Raised employee engagement 30 points to 95% while integrating teams and building a unified performance culture across multiple acquisitions.

USAA FINANCIAL SERVICES San Antonio, TX 1997 – 2012 Progressively promoted through senior leadership roles spanning strategy, operations, sales, partnerships, marketing, customer/member experience, P&L, and enterprise transformation across Banking, Insurance, Investments, and Financial Planning.

Senior Marketing & Member Experience Executive 2009 – 2012 Led performance marketing, new business development, P&L, account management, CRM, and digital transformation across 150+ financial products and services nationwide, with executive oversight of agency, vendor, and strategic partner ecosystems.

• Achieved industry-leading NPS of 83% in Banking and 74% in Insurance, with a 99% quality rating.

• Grew revenue 14.3% ($2.5B) and brand awareness 20% YoY by aligning Marketing and Sales with customer expectations.

• Generated $250M in benefits and a 14% acquisition lift via a data-driven segmentation and predictive-offer strategy.

• Drove 98% customer retention and 10% YoY growth in new members (8.8M customers) through affinity partnerships. Strategic Operations Officer Head of Partnerships Business Integration Lead 2007 – 2008 Led a global 6K+ internal and outsourced workforce while holding executive accountability for product lifecycle, P&L, operational performance, partnerships, and acquisition/servicing strategy across Investments, Insurance, Banking, and Financial Planning.

• Reduced cycle time from 87 to 30 days by pioneering a new coverage solution, resulting in U.S. Patent #7,974,858, Systems and Methods for Bridging Coverage.

• Secured $103M for a digital strategy that grew online sales 80% and self-service 30%, cutting complaints 43%.

• Achieved 131% of sales plan by creating a wholesale function integrating solutions across all business lines. Earlier Progressive Leadership Roles

Sales & Operations Executive, Financial Advice & Solutions • Executive Director, Sales Planning & Operations • Strategic Planning & Business Development • Chief of Staff • Senior Business Analyst EDUCATION

Master of Business Administration, University of the Incarnate Word, San Antonio, TX Bachelor of Business Administration, The University of Texas at San Antonio, San Antonio, TX

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