Hello, I’m Brett Kiley

Fortune 6 Executive Director.
Client and Customer Strategy Expert.
Father, Husband and Springsteen Fan.
I am passionate about helping improve the lives of others.

Let’s connect

$28B

Client contract portfolio spread across 1,900 clients.

$105M

Net new profit from process improvement initiatives in 2024

3,500

Largest team led in retail, with currently 40 in corporate

20

Years leading healthcare and retail CX strategy

Trusted Leader

What do I offer?

Expertise and Impact on Day One

20+ years leading customer experience and client success programs
Fortune 10 leadership roles across retail, pharmacy and healthcare
Built the strategy used by CVS Health to improve CX while lowering costs
Known as a turnaround artist with track record of significant improvements

Engaging Leadership

Presented to groups up to 1,000 in person and virtually
Collaborated regularly with CEO, President and several Vice Presidents
Led teams of 4 to 3,500 with record employee engagement
People Leader award for most direct reports promoted in a year

Innovative Approach

Created several award winning programs such as Digital First, Predictive Outreach, and Patient Family Advisory Council
Started programs that became best practices such as Air Support, Colleague Insights board, Lifetime Value Initiative.

Purposeful Leader

Created non-profit Hope House to help disadvantaged families
Earned reputation as a trusted resource for support and guidance
Top 10% highest engagement scores of any Director in CVS 2020-2024
See the real comments below for more examples…

My family

My wife, Demerie, is a figure skating coach and wonderful mother. We have two kids, Audrina and Ronan. Audrina is 12 and plays volleyball. Ronan is 8 and practices martial arts. We have a small dog, Layla. As a passion project, I created Hope House to help the underserved community in Indianapolis.

Jamaican rainstorm
Family game night
First day in Texas
Our guard dog, Layla
Hope House non-profit I started in 2019
Relaxing in a Japanese tea garden
School party

Leaders enjoy working with me

★★★★★

Thank you for all the incredible support you provide our customers. You are a tremendous force, driving all the great work we need to provide great service. Many, many thanks!

Lucille Accetta, Senior Vice President
CVS Specialty Pharmacy

★★★★★

Thanks for all your efforts around all things customer experience. Fantastic job as always, Brett! The passion and excitement you have for this work really comes through.

Emily Pefanis, Vice President
CVS Specialty Pharmacy

★★★★★

Your fervor for this work is contagious and it is having such a positive impact on the way we think and deliver new products and services! Your ability to work across the enterprise demonstrates your commitment to putting the customer first.

Bill Irvin, Vice President
CVS Specialty Pharmacy

★★★★★

Brett, it’s colleagues like you that energize me and give me confidence we are doing the right things for our customer, our company and our colleagues. I appreciate all you do to make us better.

Brian Leadingham, Senior Vice President
CVS Caremark PBM

★★★★★

You have made a lot of progress and this team is setting the bar for the rest of the business.

Michelle Peluso, Chief Customer Officer
CVS Health Enterprise

★★★★★

Working with you was one of the best experiences of my professional career. You are engaging and motivating, but you give critical, constructive feedback. You challenge those around you to think outside the box and challenge the status quo. You create a culture of collaboration in your team.

Anne Marie Caldwell, District Leader
CVS Health Retail

Let’s meet up!

Call or Text

(469) 224-1812

Email

brett@brettkiley.com

Meet Virtually

Calendly

Network and Learn More

LinkedIn.com/in/brettkiley
Scroll to Top