Python
Joanna Miler
AI Transformation Leader
Las Palmas de Gran Canaria,GC
Summary
A results-driven global leader with over 15 years of experience in revenue growth, operations management, and process optimization, I specialize in transforming AI into a practical business tool that drives efficiency, compliance, and growth. Having led transformation projects at global blue-chip companies like Johnson Controls, Arvato, and UPM, as well as high-growth startups like Oyster, I have firsthand experience in bridging the gap between AI strategy and real business transformation.
AI projects often fail not due to poor technology, but poor implementation. I focus on delivering measurable ROI by aligning AI initiatives with business needs, ensuring that organizations successfully integrate AI without disrupting operations. My expertise spans AI adoption, process optimization, and automation, particularly in Finance (O2C), Customer Service, and Data Governance, using AI to reduce costs and drive operational efficiency.
Additionally, I help businesses implement ethical AI frameworks to ensure compliance, transparency, and accountability, mitigating risks and building stakeholder trust.
Currently pursuing a Master’s in Artificial Intelligence, I am committed to mastering the development and optimization of AI models to solve real-world business challenges. I am passionate about helping organizations realize the full potential of AI and turn it into a competitive advantage.
Overview
22
22
years of professional experience
5
5
years of post-secondary education
1
1
Certification
3
3
Languages
Work History
AI Transformation Leader
Self Employed Services
03.2025 - Current
- Provide strategic AI guidance to ensure measurable ROI and business impact.
- Specialize in automating Finance (O2C), Customer Service, and Data Governance using AI to enhance efficiency and reduce costs.
- Help businesses establish ethical AI frameworks to mitigate risk and build stakeholder trust.
Director of Pay - Customer Experience
Oyster HR – SaaS, Remote Workforce Solutions
07.2023 - 03.2025
- Led and mentored a fully distributed global team of 18 Customer Support Specialists (3 direct reports), achieving significant year-over-year improvement in KPIs by leveraging data-driven insights and fostering a culture of continuous performance enhancement.
- Designed and implemented Looker KPI Dashboards, driving more efficient tracking and enabling data-driven decision-making, resulting in optimized team performance and better customer outcomes.
- Successfully implemented RPA (Robotic Process Automation) for indirect payslip uploads, significantly boosting operational efficiency by automating repetitive tasks and reducing manual effort, setting the groundwork for future AI-driven process improvements.
- Drove operational design, goal development, and cross-functional alignment, ensuring customer experience strategies were aligned with broader organizational goals and objectives.
- Collaborated cross-functionally to prepare the organization for AI-driven process optimization, identifying key areas for AI implementation and ensuring readiness for future AI initiatives.
- Established process governance structures to ensure service level compliance and operational efficiency, ensuring continuous delivery of customer experience improvements and alignment with company goals.
- Fostered a positive work environment, driving significant improvements in employee engagement and retention rates through recognition, leadership support, and motivating teams.
- Optimized operational delivery, working across teams to implement process improvements that enhanced efficiency and effectiveness, including AI-driven initiatives where applicable, and setting the stage for future AI-driven transformation.
Data COE Lead
Johnson Controls–Smart Buildings & Energy Systems
10.2022 - 07.2023
- Led a team of 28, including contractors and 5 direct reports (Senior Data Managers) for key data streams: OTC (Order-to-Cash), PTP (Procure-to-Pay), PTF (Plan-to-Fulfill), and RTR (Record-to-Report), located in Mexico and India.
- Leveraged AI-driven tools like Informatica for data cleaning, and used ChatGPT for building data dictionaries and improving data quality.
- Led data readiness efforts for S4/Hana implementation, establishing global data dictionaries and driving data excellence through short- and long-term strategies.
- Developed and implemented data strategy and action plans to drive digital acumen in the business, improving data capabilities for future transformations.
- Adopted process and technology standards, focusing on data governance, metrics, trends, and root cause analysis to optimize the value stream.
- Acted as a bridge between technical teams and business stakeholders, ensuring alignment and effective communication between both sides.
- Led data SMEs to build data management and measurement capabilities, enabling better data utilization and contributing to operational efficiencies.
- Drove data readiness efforts that created scale and efficiencies for the S4/Hana deployment, ensuring successful implementation.
Director Finance Processes, OTC
Johnson Controls–Smart Buildings & Energy Systems
10.2019 - 09.2022
- Led the fully remote team of 350, including 13 direct reports across Reporting & Analytics and Training, driving strategic operations and overseeing end-to-end process optimization in Cash Application, Collections, and Credit Management.
- Implemented Data Warehouse and developed a Contact Centre for enhanced operational efficiency, enabling better customer service and optimized process flow.
- Deployed Get-Paid system and spearheaded multiple AI and RPA solutions across Cash Application, Collections, and Credit Management, significantly improving operational efficiency and accuracy.
- Managed cross-functional transitions, ensuring smooth integration and alignment of teams, processes, and technologies.
- Achieved Past Due AR reductions of 20% (2020), 52% (2021), and 62% (2022), driving improvements in working capital and overall financial health through AI and RPA-driven process optimization.
- Delivered service cost savings through automation, achieving 19 FTE savings in 2020 and 10 FTE savings in 2021, aligning with long-term profitability and efficiency goals through AI and RPA-driven process optimization.
- Achieved financial targets and improved profitability through data-driven process optimizations.
- Coached and mentored teams, fostering employee development and clear communication, ensuring alignment with business goals.
Global AR Care & Collections Process Owner, Operations Manager EMEA & Americas
UPM – Bio-based Materials, Renewable Energy Leader
06.2017 - 09.2019
- Led a partially distributed team of 25, including 6 direct reports, driving business transformation and end-to-end process optimization in Collections and AR (Accounts Receivable).
- Designed and implemented a standardized Global Collections Process, driving consistency, operational efficiency, and alignment across regions.
- Led the Global AR Process Transformation and FS Snow Finance implementation, optimizing operations and reducing inefficiencies.
- Achieved a 17% reduction in Overdue AR and reduced Average Days Delinquent by 50% (from 8 to 4 days), significantly improving cash flow and financial health.
- Accountable for Global Collections & AR Care process performance, ensuring alignment with business objectives and operational excellence.
- Set Collections & AR Care targets, KPIs, and SLAs, ensuring team accountability and the achievement of key business transformation goals.
- Identified process efficiencies through simplification, standardization, and automation, contributing to continuous improvement.
- Prepared annual budgets, aligning financial goals with operational transformation plans to support long-term business growth.
Google Regional Collections Manager EMEA & LATAM
Arvato – Business Process Outsourcing Leader
11.2015 - 05.2017
- Led a team of 50, including direct reports and an Admin team, driving performance transformation across EMEA & LATAM Collections.
- Designed and implemented the Tailored Phone Collections Project, acting as a design consultant for the Google Collections Tool, contributing to process optimization.
- Executed the 24-Hour Collections Project, successfully managing multiple transitions and driving process optimization for increased operational efficiency.
- Achieved a 68% reduction in past-due accounts and a 27% increase in customer satisfaction, demonstrating the impact of transformation and strategic process enhancements.
- Developed and deployed the overall operational plan, driving business transformation through broader service coverage and optimized service delivery.
- Ensured full adherence to Compliance and Responsible Lending Standards, maintaining a high level of ethical transformation.
- Identified business opportunities to drive continuous improvement and further optimize collections processes, aligning with the organization's transformation goals.
- Partnered with HR to attract top talent, driving employee development and retention to support organizational transformation.
Accounting Operations & Credit-Collections Manager EMEA
Boart Longyear- Drilling Services & Equipment
02.2014 - 10.2015
- Led a distributed team of 10 employees, including 4 direct reports, driving high performance and collaboration across multiple locations to meet operational goals.
- Spearheaded the EMEA Bank Accounts transition with a focus on improving financial processes and operational efficiency.
- Achieved an 82% reduction in Overdue AR and a 64% decrease in Unapplied Cash, directly contributing to the company’s financial health and cash flow optimization.
- Ensured the high performance of EMEA Credit, Collections, Cash, and AP teams, aligning their efforts with business objectives and driving results across the region.
- Negotiated service agreements with Receivables Insurers, Business Researchers, and Banks, ensuring favorable terms to support financial stability and minimize risks.
- Identified and capitalized on business opportunities for continuous process improvement, supporting the company’s long-term strategic goals.
Billing & Credit - Collection Manager Europe
Marcegaglia-Steel Production and Processing Leader
07.2011 - 01.2014
- Led a team of 5 people, driving high performance and collaboration to meet key financial objectives and streamline operations.
- Implemented Factoring across EMEA, enhancing cash flow and optimizing financial operations to support business growth.
- Ensured the high performance of Europe Billing, Credit, and Collections process, aligning efforts to optimize revenue and improve operational efficiency.
- Fostered cooperation with Factoring Companies and Banks, establishing robust relationships to strengthen financial processes and ensure smooth transactions.
- Negotiated service agreements with Receivables Insurers, Business Researchers, and Legal Offices, securing favorable terms to mitigate risk and enhance business processes.
- Led the establishment of legal collaterals, ensuring strong legal frameworks to support financial agreements and mitigate potential financial risks.
Hard Collection Negotiator
Eurobank- Greek Bank Providing Financial Solutions
10.2009 - 06.2011
- Achieved a 91% debt recovery rate through effective negotiation and strategic collection efforts, ensuring alignment with cash flow optimization and business goals.
- Led debt repayment negotiations and successfully restructured bank loans, enhancing financial stability and supporting the company’s long-term growth objectives.
Credit Control and Debt Collection Manager
Woodcote -Building Materials and Services
09.2003 - 03.2008
- Led a team of 3 in designing and implementing a comprehensive Credit and Collections process, optimizing financial operations and improving efficiency.
- Ensured high performance of the Credit & Collections Team, aligning efforts to meet business objectives and improve cash flow.
- Fostered cooperation with Receivables Insurers and Legal Offices, establishing strong partnerships to mitigate financial risks.
- Led the establishment of legal collaterals, ensuring robust legal frameworks to support financial agreements and reduce risks.
Education
Master of Science - Artificial Intelligence
Instituto Europeo de Posgrado
10.2024 - Current
Master of science - Production's Engineering
University of Technology
10.2000 - 06.2002
Bachelor’s degree - Logistics and Marketing
University of Management and Administration
10.1997 - 06.2000
Skills
Process Optimization & Automation
Change Management & Digital Transformation
AI Literacy
AI Strategy & Implementation
AI-driven Business Solutions
AI Research & Innovation
Ethical AI & Governance
Data Governance & Analytics
Stakeholder Engagement & Communication
Client Relationship Management & Consulting
Stakeholder Engagement & Communication
Strategic Decision Making
Certification
Lean Six - Sigma Black Belt, 10/01/19
Training
- Lean Management, Lynsky Solutions, 04/01/20
- Management Fundamentals, Achieve Global, 10/01/15
Software
SQL
Looker
Timeline
AI Transformation Leader
Self Employed Services
03.2025 - Current
Master of Science - Artificial Intelligence
Instituto Europeo de Posgrado
10.2024 - Current
Director of Pay - Customer Experience
Oyster HR – SaaS, Remote Workforce Solutions
07.2023 - 03.2025
Data COE Lead
Johnson Controls–Smart Buildings & Energy Systems
10.2022 - 07.2023
Director Finance Processes, OTC
Johnson Controls–Smart Buildings & Energy Systems
10.2019 - 09.2022
Global AR Care & Collections Process Owner, Operations Manager EMEA & Americas
UPM – Bio-based Materials, Renewable Energy Leader
06.2017 - 09.2019
Google Regional Collections Manager EMEA & LATAM
Arvato – Business Process Outsourcing Leader
11.2015 - 05.2017
Accounting Operations & Credit-Collections Manager EMEA
Boart Longyear- Drilling Services & Equipment
02.2014 - 10.2015
Billing & Credit - Collection Manager Europe
Marcegaglia-Steel Production and Processing Leader
07.2011 - 01.2014
Hard Collection Negotiator
Eurobank- Greek Bank Providing Financial Solutions
10.2009 - 06.2011
Credit Control and Debt Collection Manager
Woodcote -Building Materials and Services
09.2003 - 03.2008
Master of science - Production's Engineering
University of Technology
10.2000 - 06.2002
Bachelor’s degree - Logistics and Marketing
University of Management and Administration
10.1997 - 06.2000