About
Bonjour, Sheila here!
I’m driven by the desire to understand how people make sense of intelligent systems — and how clarity, transparency and thoughtful design can turn complexity into confidence.
This curiosity sits at the heart of my work with AI-enabled services, informing how teams build trust, reduce friction and shape cleaner, more coherent customer journeys.
The Strategist
Across Europe and the Americas, I’ve led large-scale AI-enabled CX and digital transformation programmes in regulated sectors, designing the conditions for successful onboarding, sustainable adoption and measurable value.
My work bridges Product, Engineering and Operations, aligning customer insight with decision-making, sequencing and and long-term service performance — with a strong focus on clarity, trust and operational impact.
The Writer and Thinker
As the author of the CX for AI series, I explore how AI, design and human experience come together to build transparent, inclusive and trusted services.
Writing is how I sharpen ideas, test frameworks and share the lessons learned from complex environments — always with a focus on trust, coherence and the responsible use of technology.
Let's connect!
Let’s connect! I’m always happy to exchange ideas on leadership and the future of human experience.
Find me on Linkedin
Read me on Medium
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