Digital Transformation and Customer Experience Leader

Stella Azulay Transformation IT Director

Atlanta, GA 30338 770-***-**** ******.******@*****.***

Dynamic, experienced and results-driven IT executive with over 15 years of experience leading large-scale global digital transformations and enterprise application implementations. Proven track record in driving business outcomes through the strategic alignment of technology and business objectives. Expertise in optimizing operations, improving revenue streams, and reducing costs across complex, multi-disciplinary initiatives Adept at establishing and optimizing IT frameworks to ensure efficiency, transparency, and alignment with strategic business goals. Proven track record in leading large-scale global initiatives, driving measurable improvements, and embedding innovative technologies like AI and ML into enterprise operations. Highly skilled in leveraging data-driven insights to influence strategic decisions and create governance structures that support long-term business value.

Areas of Expertise

Digital Transformation Leadership Enterprise Applications: CRM, ITSM (ServiceNow), SaaS Solutions Customer-Centric Innovation IT Performance Management & Optimization Executive-Level Influence & Communication Metrics & Performance Business Process Automation & AI/ML Implementation Innovation Customer Relationship Management Data-Driven Decision Making Cross-Functional Collaboration Governance & Compliance Innovation Management Data-Driven Decision Making Rapid Adaptability Enterprise Transformation End-to-End IT Strategy & Execution

Professional Experience

Ernst & Young (EY) Atlanta, GA 4/2015 - Present

Product & Program Transformation Director – Business Enablement (Office of the CIO) (2020 – Present)

·Led enterprise-wide digital transformation initiatives, aligning IT with EY's global technology strategy to drive operational efficiency, transparency, and data-driven decision-making across the organization.

·Developed and implemented IT performance management frameworks, establishing KPIs and SLAs to ensure consistent service delivery and optimized IT performance across global teams.

·Spearheaded the integration of AI/ML capabilities into IT service management, improving incident management and reducing technical debt by 30%.

·Established governance frameworks to drive accountability and operational resilience, aligning IT projects with business objectives and reducing risks.

·Championed continuous improvement initiatives, delivering a 92% reduction in deployment time and saving $2.1M annually through process automation and cloud-based solutions.

·Advocated client-centric transformation initiatives, leveraging cloud-based solutions and automation to enhance user experience and business value.

Global Customer Experience and Adoption Leader (2014-2020)

·Developed and executed governance strategies for technology adoption, ensuring alignment with organizational priorities and enhancing IT service delivery across global teams.

·Collaborated with senior IT leadership to define and track strategic KPIs, enabling effective decision-making and performance optimization.

·Led customer-centric initiatives to enhance product adoption and user experience, resulting in a 40% increase in product utilization and $2M/year in additional investments.

The Home Depot Atlanta, GA 1/2014-4/2015

Senior Product Manager/Lead Mobility Business Analyst – Proven Method

·Managed IT product strategy and cross-functional teams to launch mobile IT solutions that improved service provider efficiency and reduced operational costs.

·Worked closely with senior leadership to define and implement key performance metrics for mobile solutions, improving operational KPIs and overall business outcomes.

The Coca Cola Company Atlanta, GA 1/2013-1/2014

Senior Business Analyst

·Played a key role in integrating customer insights into product development processes, ensuring that digital solutions met business needs and drove customer satisfaction.

·Managed cross-functional teams to optimize IT service delivery, aligning product solutions with strategic business goals and operational KPIs.

HTI, A Verizon Company Atlanta, GA 1/2010 – 1/2013

Senior Product Manager/Senior Business Analyst

·Led cross-functional initiatives to define and optimize IT service delivery and product management, contributing to improved business outcomes and operational performance.

·Established key governance frameworks for IT projects, improving transparency and accountability across all phases of the product lifecycle.

Early career

Senior Project Manager/Senior Business Analyst – McCamish Systems, An Infosys Company, Atlanta, GA

Senior Product Manager/Senior Business Analyst – Aelera Corporation, Alpharetta, GA

Consultant/Sales Engineer – IBM Global Services, Atlanta, GA

Education & Credentials

Bachelor of Science in Computer Science, cum Laude (Concentration in Networks & Parallel Distribution & Computing)

Georgia State University, Atlanta, GA

Certifications: The Essential Role of Agile Product Owner, Implementing BPA, Optimal Product Management & Product Marketing

(280 Group), IT Service Management (ITIL)

Bronze Digital Badge Holder: Digital Transformation, Design Thinking, Digital Marketing, Disruptive Technologies, User Experience,

Product Management

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