Eeva Jakobsson Email and Phone Number

From 2020 on I have been leading a project on enhancing customer engagement.Project includes: -Communication channels and targeting, tone of voice-The processes and ways of development and engaging customers-Technical platforms, targeting of communication and invitations to participate, localizing of the customer -Data usage and returning data to customers-Feedback process and channels, automation, tone of voice-Public transport planning process and customer co-creation with customers and stakeholders-Usage of travelling, sales and feedback data in service developmentDeveloping Customer Experience at all HSL Customer journey/touch points. Collecting customer insight and developing services with service design i.e. co-creation methods. 2018-2019Project Manager at deployment of the new travel zones, and making the customer experience united in all the touch points of the travel journey.Responsible for:-Project Management-Interfaces (11), sales points-Tickets, customer information-communications-service design-training of personnel

Main responsibility: Managing the communications and marketing of the new information and ticketing system i.e. new travel card system. Other responsibilities: strategy communications, service design, customer experience and development of travelling information.

Strategy communication responsible, Strategy dialogue with all stakeholders, strategy project team member, Customer Experience project, Travel information development, Service design team member, service design projects and service development, customer loyalty program, communication and marketing development, Brand manual and visual Identity, Kutsuplus development and marketing.

Marketing strategy, Communications strategy, Branding, BrandBook, Identity, HRT Strategy ambassador, Sustainability marketing, Brand Image, Tactical planning of marketing of products and services, photo guidelines, Internal communications and marketing, social media marketing and communiations