Heather Wurtz: Perpetual advocate, ally, and eager student of progress and technology

Summary

I’m an experienced, empathetic, and effective leader with impeccable discipline and insatiable curiosity; championing the use of AI and Digital Adoption technology to empower users, protect systems, and advance productivity.

Core Competencies

Architecture & Operations

Evaluate and implement business transformation technologies and programs. Optimize, organize, Align, and Document existing infrastructure(s)

Digital Transformation

Business Intelligence (BI), Analytics, Digital Experience, Workflow Automation, Digital Adoption Platforms (DAP), Robotic Process Automation (RPA), Machine Learning (ML), and Artificial Intelligence (Al) technologies

User/Client Experience (UX / CX)

Technical orchestration, implementation, and sustainment of unified Digital Adoption (DAP), Internal and External User Enablement, Client Support (CS), and Client Services (CSS) infrastructure

Recent Results

Custom analytics solution to service dynamic telemetry reporting-

• Unifies data from a multitude of sources
• Comprehensive relational datasets
• 800,000+ interactions
• 340,000+ Unique Users
• 80,000+ customers
• 87+ Products
• $47 Billion+ in managed assets

Responsive RPA assets for Partner and Professional Services (PS) enablement-

• Streamlines implementation processes
• Alleviates capacity limitations at the Application level
• ROI est 6,400%
• Savings of $1,596,000 per 100,000 assets processes

Transition Traditional Training to Digital Adoption and Enablement for Client Experience (CX)

• 5,000+ unique users (daily)
• -23% support tickets/month
• -38% TTV
• +53 NPS

Professional Experience

insightsoftware (f.k.a. LeaseAccelerator)

Managing Director - AI Operations

January 2018 – Present

Lead enterprise-wide AI initiatives, guiding cross-functional teams to evaluate, select, and implement transformative technologies.

Develop and manage agentic programs, ensuring alignment with compliance, regulatory, and business objectives. Oversee the scalability and discoverability of data assets and models, track program KPIs and drive continuous optimization.

Manage resource allocation, vendor relationships, and cross-platform implementations supporting all operational teams. Champion process documentation, gap analysis, and remediation, while advocating for operational requirements and delivering scalable, best-practice solutions across the organization.

Recent accomplishments
Agentic Support Program - Lead strategy, implementation, and program governance
-Impact potential: 350,000 SaaS Users
-Target $1MM cost reduction phase 01, at 20% rollout
Agentic CSM Blueprint - Autonomous signal analysis with detailed data sources, predictive targeting, and autonomous actions leveraging usage telemetry, AI, CSP and CRM context
Post Agentic Scoring Models - Used for bi-directional comparison and trend analysis
-Efficiency Scoring
-Proximity Scoring

Additional Roles

Senior Director - Cross-functional Operations

Senior Director - Customer Experience Operations (Digital Transformation)

Director - Customer Experience Operations

Digital Solutions Architect

Sr. Developer

CitiGroup

Training Designer II-III

(Sep 2011 -January 2018)

Awards and Recognition:

• Founding Member - Digital Adoption Collective (#DAC)
• Founder & Chair - Annual Digital Adoption Summit
• Owner/Administrator - DAPidee-do-da (Digital Adoption Network & User Community)
• 2023 & 2024 WalkMe MVP Digital Adoption advocacy
• 2023 - 2025 WalkMe Stars Program
• 2023 - 2025 Top 100 Digital Adoption Platform Professional (DAPpro)
• 2023 WalkMe Realizer Award for Innovation - Best Customer Experience (finalist)