Susan Townsend

Background

About Susan Townsend

Board-level IT and digital transformation executive with a proven record of delivering $1B+ in enterprise savings,$100M+ digital portfolios, and multi-billion-dollar M&A integrations across Fortune 500 healthcare, pharma, financial services and retail organizations. Known for turning technology functions into revenue enablers, modernizing global platforms, and embedding AI and GenAI strategies that scale growth, reduce cost, and transform customer and patient experience.At Elevance Health, I built and scaled the IT integration and product delivery function for CarelonRx ($40B PBM, 310M claims annually), overseeing a $100M budget and 1K+ global resources. I partnered with the board and C-suite to launch enterprise governance models, led $4B+ in pharmacy acquisitions, and established AI innovation pods that reduced cost-to-fill by 30%+ while boosting NPS by 40 points.At Pfizer, I stood up the first global IT delivery organization spanning 175 markets, consolidating fragmented marketing systems into a single Adobe-powered platform that drove $1B+ in savings and $50M+ in annual productivity gains. I also embedded GenAI-enabled automation and CX analytics that lifted healthcare professional NPS by 10%.Earlier at Walgreens, I launched the national COVID-19 vaccine scheduling platform (55M+ appointments in 9 months), forged partnerships with Apple and Uber, and was honored with the Champion of Champions Award for innovation in enterprise healthcare access.I am passionate about scaling global teams, driving enterprise-wide change, and working with boards and executive committees to align technology strategy with business growth. My focus today: accelerating digital transformation in healthcare through AI, intelligent automation, and data-driven platforms.