Heather Downes

Heather Downes is Head of Innovation and Product Development at Mitie Hygiene & Environmental Services. She began her career in the FM industry at the age of 21 and has since gained extensive experience across a wide range of sectors. 

Her early career in operational management gave her an in-depth understanding of cleaning service delivery, workforce deployment and customer expectations, which has shaped her expertise in designing solutions that are both practical and forward-looking. 

Throughout her career, Heather has been passionate about driving continuous improvement and ensuring that cleaning services evolve to meet the needs of modern workplaces. In her current role, she leads on researching, reviewing and implementing innovative cleaning technologies and methodologies that enhance efficiency, deliver measurable cost savings and improve service outcomes for clients. 

A key area of focus for Heather is sustainability: she champions solutions that support Mitie’s environmental ambitions through reducing water and energy usage while also improving productivity. Heather is particularly keen to harness the power of robotics and artificial intelligence to transform the cleaning industry. 

By optimising labour resources through smart automation and data-driven insights, she is committed to creating solutions that not only enhance efficiency but also add real value to clients’ environments. This includes exploring how robotics can free up cleaning teams to focus on higher-impact tasks and how AI can provide predictive, responsive approaches to service delivery.