Fabienne Heiles

Led digital transformation programs across Europe, aligning people, process, technology, and data to drive customer-centric outcomes Designed and implemented CX strategies grounded in operational excellence, agile methodology, and digital maturity Orchestrated large-scale change management in complex, multicultural, and multilingual environments Facilitated skill-building initiatives and cultural shifts, embedding digital and AI tooling into daily client operations Partnered with international teams to co-create user-centric solutions through design thinking and cross-functional workshops Advised clients on innovative digital ecosystems including omnichannel platforms and communication tools

Operationalization of digital transformation roadmap, blending strategic design with pragmatic, high-impact execution of omnichannel initiatives Amplified internal communications to unify teams and increase adoption and operationalization of new digital capabilities Launched cross-departmental initiatives in marketing automation, AI enablement, and customer engagement strategy Championed change leadership programs, empowering local markets with training and tools for sustainable transformation Acted as a connector and translator across business units (IT, Marketing, Operations, Medical, Compliance, Patient care) fostering collaboration and alignment on strategic priorities

Managed enterprise client portfolios, guiding them through digital experience platform adoption and optimization to grow their digital maturity.