Nawal El Mourad

• • Led digital onboarding, automation, and internal process improvement initiatives.

• • Designed and implemented automated workflows for communications to healthcare professionals, coordinating business, technical, and CRM teams.

• • Audited and restructured marketing campaign performance indicators, documenting calculation rules and collaborating with developers to ensure reliable dashboards.

• • Automated an event invitation process to eliminate repetitive manual tasks and improve data accuracy.

• • Served as Product Owner for internal tools: collecting business needs, writing user stories, managing the backlog, and coordinating sprints in Agile mode.

• • Collaborated with EMEA teams to align local digital initiatives with global strategies.

• • Led training sessions and supported change management to facilitate the adoption of new tools.

• • Improved chatbot automatic resolution rates by analyzing existing conversations to identify the most suitable solutions for customer needs.

• • Designed and deployed a personalized training program for service providers, leading to a measurable improvement in their average customer rating.

• • Created a fully automated customer file management process, significantly reducing processing time.

• • Mapped all communication flows in the French and British markets, allowing the team to identify areas for improvement.

• • Optimized the service provider onboarding process in the British market.

• • Implemented a scoring system to enable business development managers to identify and prioritize the most engaged prospects.

• • Implemented and monitored digital tools to optimize customer relationship management.

• • Managed databases and developed reporting to support decision-making.