Scott Malone

- Lead enterprise-wide transformation initiatives across Operations, accountable for modernizing operating models by applying AI capabilities, improving cost-to-serve, and increasing execution speed across a large, complex organization. - Own a multi-year transformation portfolio delivering sustained operating leverage through workforce productivity, process redesign, AI and platform enablement. - Partner closely with senior executives to translate corporate strategy into executable roadmaps, funding models, and measurable outcomes. - Redesign end-to-end operating models across critical business functions, including governance, decision rights, and performance management. - Drive large-scale cost optimization and productivity programs, delivering recurring run-rate efficiencies while maintaining service quality and regulatory rigor. - Oversee global teams responsible for transformation delivery, execution management, and change enablement across multiple lines of business. - Establish enterprise governance and operating cadence to prioritize investment, manage risk, and ensure accountability across transformation initiatives. - Leverage automation, AI, and analytics as accelerators to simplify work, scale execution, and improve customer and employee experience—without sacrificing control or resilience. - Present transformation progress, risks, and outcomes to executive leadership, ensuring alignment with enterprise priorities and financial targets.

- Led enterprise transformation of pharmacy engagement and service operations, accountable for improving customer experience, operational efficiency, and scalability across one of the largest retail pharmacy footprints in the U.S. - Owned strategy and execution for end-to-end engagement platforms supporting billions of annual customer interactions across digital, contact center, and in-store channels. - Partnered with senior enterprise leaders to align customer experience strategy with operating priorities, cost-to-serve targets, and growth objectives. - Modernized operating models and service workflows to increase self-service adoption, reduce friction, and improve service quality at scale. - Delivered measurable improvements in customer satisfaction, service efficiency, and workforce productivity through platform simplification and process redesign. - Oversaw cross-functional teams spanning product, operations, technology, and analytics to execute large-scale initiatives across a highly regulated environment. - Established governance, prioritization, and performance management disciplines to ensure initiatives delivered against financial, operational, and customer outcomes. - Leveraged advanced analytics, automation, and AI to personalize engagement, optimize demand, and enable more efficient service delivery across channels. - Served as a key executive stakeholder for enterprise programs impacting customer access, experience modernization, and operational resilience.

Owned the digital servicing portfolio—including chatbots, IVR, and digital messaging—driving experience improvements across pharmacy benefits.

Directed cross-functional efforts across operations, marketing, engineering, and partner teams to build digital solutions that simplified customer interactions.

Led strategic operations initiatives focused on process redesign, efficiency improvement, and customer experience enhancement, working across business and technology teams to deliver sustainable operational improvements.