Grace de Athayde
Grace is a creative technologist with experience driving design, digital development, and systems change across different industries, including highly regulated such as food retail and healthcare.
She currently leads Customer Journey Ops at Pfizer, where she partners with global CX teams to scale customer-centricity and simplify business.
Her approach—progress over perfection, systems that evolve, and designing for people with people—has contributed to tangible outcomes such as scaling an IT business to 1,400 clients with a 52% profit margin, 7-digit cost-to-serve reduction within a complex IT landscape, and a successful GTM within Enterprise SaaS achieving 10x revenue growth.
November 5|15:00 – 16:00|Auditorium 1
Journey-led Organisations
What happens when organisations shift from siloed problem-solving to a holistic, journey-led approach? This panel explores how viewing products, services, and operations through the lens of customer journeys can unlock new insights, drive alignment, and transform how teams and leaders think about their roles.
Through real-world examples and diverse experiences, our speakers will discuss the evolution of journey practices, the challenges of scaling them in large organisations, and how to build shared ownership across silos.
