Mark Kindem

Prinicipal Marketing Data Scientist

WorkWave

Sep 2025 - Current (1 year)

Marketing Data Scientist responsible for any and all advanced analytics / reporting related to Demand Gen, Marketing Attribution, Lead Scoring, audience segmentation, ROI optimization and product CX.

Customer Experience Analyst 4

Meta

Jan 2025 - Sep 2025 (9 months)

Staff level analyst responsible for advanced statistical analysis, data science, GenAI, and data enablement use cases for Reality Labs Customer Experience (CX) organization. Key achievements include: A) Construction of an NPS predictive model for assisted support that leverages case level data and internal generative AI tools. B) Creation of a generative AI process to extract sentiment from customer transcripts. C) Identification of leading indicator KPIs for NPS via regression analysis, as well as time series forecasts for each indicator (to assist with planning and target setting) D) Development of a methodology for estimating ROI of customer experience spend, correlating support activities and customer survey responses to

Principal Data Scientist

CVS Health

Oct 2024 - Dec 2024 (3 months)

K

Analytics Consultant

Kindem Analytics and Data Services

Jan 2024 - Oct 2024 (10 months)

Currently consulting with companies across multiple industries, assisting with AI strategy and implementation, data exploration, and reporting automation

Sr. Mgr Data Science, CX Analytics

CVS Health

Sep 2022 - Nov 2023 (1 year 3 months)

Advisory data science leader responsible for Customer Experience (CX) analytics delivery across several lines of business, including retail pharmacy, health insurance, and online pharmacy benefits. Key Achievements: 1) Partnered with Aetna CX and call center executives to build a generative AI framework for automated claim denial messaging, a process intended to reduce claim operational costs by 5-10% annually. 2) Analysis of inbound call transcripts (related to denied Aetna claims) using NLP and Sentiment Analysis identified phrases associated with positive call experience, and these phrases were shared with claims operations to improve existing denial messaging. A/B testing revealed that updated messages reduced inbound calls by up

Director, Data Science

MetLife

Jan 2022 - Sep 2022 (9 months)

Data Science director responsible for overseeing the design, build, and implementation of deep learning ML models in support of Pet Insurance business. Key Achievements: 1) Development of an auto-adjudication model that leveraged business rules, OCR image recognition (claims forms), and ML predictive modeling. The creation of this adjudication model reduced the number of manually adjudicated claims by 60% (reduction of 25% of total manual adjudication labor hours), enabling a successful reallocation of adjudicator resources and a YoY cost savings of 31%. 2) Creation of AI framework for customer support chat bot built on Natural Language Processing (NLP), a project intended to reduce inbound calls by 10% annually. 3) Was team's prod

Director, Sales and Marketing Analytics

MetLife

Apr 2020 - Dec 2021 (1 year 9 months)

Director of US Group Benefit Sales and Marketing Analytics, overseeing the general strategy for incorporating data science and BI driven analytics into existing business frameworks within Sales and Marketing organizations. Key Achievements: 1) Led delivery of GAIN Dashboard, a competitive intelligence tool for Enterprise and Mid-Market AEs across all of MetLife's US Group Benefits business. The dashboard leveraged publicly available ERISA 5500 form data to not only provide benefit coverage detail for all plan sponsors, but also report an unbiased estimate of current market share. The dashboard was additionally fitted with a predictive capability to assess the likelihood of a plan sponsor changing their carrier for certain coverages a

Manager, Marketing Data Science and Advanced Analytics

Citrix

Nov 2018 - Apr 2020 (1 year 6 months)

Head of Advanced Analytics and Strategy for Citrix Marketing, leading a team of three data scientists. Key Achievements: 1) Creation of a lead scoring model leveraging online channel data (Google Analytics) and third party intent data (Dun & Bradstreet, Bombora), which improved conversion rate of MQLs to Closed-Won by 8% in the Enterprise Space (15% improvement in MQL Closed-Won $ conversion) 2) Developed predictive modeling process to assign prospects to buyer segments created by third party consultant survey (Kantar), enabling demand gen to execute ABM campaigns based on insights from this Kantar research. The targeted approach yielded a 6% YoY increase in marketing sourced revenue (vs. air cover campaigns of previous year) 3) Built

Principal Marketing Analyst

Citrix

Oct 2015 - Oct 2018 (3 years 1 month)

Principal Data Scientist/Statistician tasked with building and growing marketing analytics practice for Citrix ShareFile. Key Achievements: 1) Created a funnel dashboard (Tableau) that enabled attribution of sales revenue to both online and offline marketing channels. This reliable reporting construct was an essential tool for marketing leadership; not only did it provide the basis for monthly planning and goal tracking, but it also justified budget requests and facilitated optimization of channel spend. 2) Developed a churn reduction (and customer lifetime value (CLV) improvement) strategy using both supervised and unsupervised learning techniques. By only targeting high risk customers whose reason for churn could be addressed by pro

Senior Forecasting Consultant

SAS

Jun 2012 - Sep 2015 (3 years 4 months)

Advisory analytical consultant for both predictive modeling and forecasting software solution implementations. Consulted with Fortune 500 companies in manufacturing, retail, and transportation industries to create analytical solutions for their business needs and objectives. Additionally worked internally with sales, R&D, product management, and other consulting teams worldwide to gather business requirements from customers and incorporate them into products. Team leader focused on career development and mentoring of junior analytical consultants.

Senior Statistical Consultant

RTI International

Sep 2007 - May 2012 (4 years 9 months)

Served as primary biostatistician and analyst for multiple NIH-funded data coordinating center (DCC) projects. Directly consulted with investigators, providing statistical guidance on projects (study design, power calculations, analysis plans, reporting) and analysis for abstracts, presentations, and manuscripts.

Marketing Analyst

Bank of America

Jun 2006 - Aug 2007 (1 year 3 months)

Managed projects and performed statistical analyses for multiple direct mail marketing campaigns for deposits products. Also provided statistical insight for marketing strategists within the deposits line of business.

Survey Statistician

RTI International

Jun 2003 - Aug 2004 (1 year 3 months)

SAS programmer for various survey research projects.

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