Reliance Matrix, a leader in technology-driven employee benefits and absence management, has announced the promotion of Gordon Smith to its Senior Leadership Team as the company’s first Chief Customer Experience Officer (CXO). He will report directly to 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,” said Fazzini. “I am proud to announce this next phase in his journey with us.”

In his new role, Gordon will lead all customer-facing technology experiences and business processes, serving as the executive sponsor for Reliance Matrix’s enterprise-wide Customer Experience Strategy.

Gordon joined the organization in 2003 as Vice President and Chief Information Officer of Matrix Absence Management, a national leader in absence management. His leadership and vision helped transform customer service through technology innovation, ultimately leading to his appointment as Chief Solutions Officer of Reliance Matrix. Under his direction, the company introduced more than a dozen groundbreaking digital tools and platforms, including the first mobile apps for clients and claimants, real-time SMS updates, a calendar-based productivity tool, and an advanced absence planning system designed for employees, supervisors, and HR teams. Two of these innovations — Absence Radar® and Absence Blueprint® — have been awarded U.S. patents.

In 2023, Spring Consulting recognized Reliance Matrix as the top U.S. absence management provider in its 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, working alongside Gordon to advance the customer experience has been one of the most rewarding parts of my career. He’s a visionary and a true agent of positive change.”

A native of Ireland, Gordon earned his Higher National Diploma in Electronic Engineering from the University of Ulster and holds a British Computer Society qualification in Computing. Before joining Reliance Matrix, he spent 15 years in Europe and the U.S., including serving as Vice President of Client Services for a leading provider of Workers’ Compensation claims administration software.

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