Black and white portrait of a woman with shoulder-length hair, smiling, wearing a blazer, a necklace, and a watch, seated with her arms crossed.

Experience That Matters.
Execution
That Delivers.

Transformation Architect Who Builds Teams, Systems & Sustainable Change

Silvi transforms how Fortune 500 organizations understand and serve customers in biopharma, financial services, and CPG. She identifies growth barriers, designs strategy, then builds the teams, cultures, and operating systems to solve them at scale.

Impact:

  • Novo Nordisk – Led enterprise CX transformation across $1B opportunity portfolio, improving therapy starts and patient retention

  • Merck – Drove $500M+ revenue impact through operating model redesign across 5 markets. Built first Center of Co-Creation and Voice of Customer function

  • GSK – Created social media insights platform later commercialized by Experian

  • Sotatercept Launch (Merck) – Led 30+ person team delivering 62.5% improvement in time-to-treat. Established enterprise CX impact models (CSAT, NPS, Customer Effort, LTV) guiding C-suite decisions

How She Works:

  • Builds teams of 25-100+ uniting design, clinical, tech, and commercial functions

  • Creates infrastructure – frameworks, platforms, governance systems that scale

  • Embeds capabilities – analytics, agile methods, customer-centricity across 500+ employees

  • Accelerates delivery – 75% faster than industry standards through stakeholder alignment

Expertise

  • Therapeutic areas: Oncology, Neuroscience, Diabetes, CV, Alzheimer's, Obesity, MASH, Vaccines

  • Full healthcare ecosystem: patients, providers, payers, regulators

What Sets Her Apart

Silvi operates where systems thinking, design, and organizational development intersect. She doesn't just strategize. She builds the infrastructure that delivers measurable business impact.

Exceptional customer experiences require reimagining operating models, building new capabilities, and uniting stakeholders around outcomes that matter.

Why I Do This Work

Through 20+ years in Fortune 500 environments, I saw the same pattern repeatedly: Companies invested heavily in breakthrough products and services but lost customers because of:

  • Confusing digital experiences and checkout flows

  • Disconnected technology creating poor user experiences

  • Complicated onboarding and activation processes

  • Poor communication and care coordination

  • Fragmented touchpoints with no orchestration strategy

    The organizations that fixed these friction points didn't just improve satisfaction scores, they unlocked significant revenue growth. Now I partner with digital health companies, integrative practices, and life sciences organizations to transform fragmented customer journeys into seamless experiences that drive measurable results.

My Approach

I don't believe in strategy decks that gather dust. I believe in:

✓ Working alongside your team to guide implementation, not just handing off deliverables

✓ Using data and customer feedback to drive decisions, not assumptions or trends

✓ Building your team's capabilities to sustain momentum, not creating ongoing dependency

✓ Measuring impact in revenue and retention, not vanity metrics

✓ Delivering outcomes 75% faster than industry standards through proven frameworks and methodologies

Let’s Connect

Curious about working together? Schedule a free 30-minute strategy session to explore what’s possible.