Jaanika Neemoja Email & Phone Number

Estonia

Tallinn, Harjumaa, Estonia

As the first lead of a newly established team, I have been focusing on building up the product operations function, to improve the experience for our people, company, and customers. Together with the product leadership I am responsible for shaping the long-term vision of the department and designing habits and best practices that improve the quality of our product development team of 200 people. This includes continuous improvements, communication strategy, design thinking implementation, trainings and workshops. Additionally, I am building a strategy for product discovery, user research, and market analysis to strengthen LHV approach to innovation and customer alignment. I am leading a team of diverse expertise specialists. Currently, I have a User Research Specialist supporting me with my day-to-day tasks. Additionally, I manage Data Quality Analysts and a Risk Analyst. My team of analysts are focusing on supporting product teams with risk mitigation, data governance, and the development of processes that promote alignment and efficiency across cross-functional teams.

Tallinn, Harjumaa, Estonia

With a structural change, I was offered to be the first Service Designer and the Service Design Lead in the company. This included building a brand new team, positions, and function, and leading the design thinking and process-oriented mindset. My day-to-day responsibilities included designing, implementing, and revising the operational model that allows operations to perform optimally at all times while delivering a world-class level of service. This all also had to be aligned with different ISO standards and qualifications that the company had. I was also responsible for creating and implementing a scalable strategy for internal processes. This included continuous improvements, communication strategy, design thinking implementation, trainings and workshops, lean thinking, quality mindset, and end-to-end service design life cycle. From the problem statement, discovery, defining, testing, and delivering improvements that support company core KPIs like service speed and quality. Worked together with multiple stakeholders and divisions like business quality, design and research, fraud, legal, and people. I was running a team of researchers, service designers, and service managers.

Tallinn, Harjumaa, Estonia

With a growth from start-up to a scale-up and a unicorn, I got promoted to run the operations team of 70+ people in multiple locations in Europe. Responsible for our divisional strategy and OKRs on topics like usability, people, quality and service design. As well as the core operational KPIs like the quality and the speed of our service to our customers. Leading, mentoring, and developing leads of leads and subject matter experts.

Estonia, Tallinn

Joined a 40-person start-up as one of the first Verification Team Leads and helped our team to grow from 15 people into a 150-person division and 500+ company. My day-to-day included operations leading and managing a team of Verification Specialists. As well as working closely with my peers and managers to build our division from scratch. In charge of team core KPIs, speed, quality, and how to balance in between. Responsible for employee experience and service quality-related OKRs in the division.

Estonia

Have been consulting a CRO and UX agency on various projects related to service design, quality and business management.

Estonia

I was a general manager for a small tour operation company, running both operations and the team. We grew our service to be the #1 activity on TripAdvisor. Worked together with leading organisations such as G Adventures and Expat Explore Travel and also government institutions like Tallinn City.I am still running tours time to time as a hobby.

Tallinn, Harjumaa, Estonia

As a Travel Coordinator, my role revolved around crafting seamless and extraordinary travel arrangements tailored to this luxury resort's guests.

Prague, Czechia

While I was living abroad in Prague, I had a chance to work at this highest-rated hotel chain, where I learned everything about exceptional customer experience, hospitality, and high-quality service management. I was taking care of day-to-day front desk management and customer service.

Prague, Czechia

I was recruited project based by this university to organise events, leisure time activities, and trips for international students.

Master Of Business Administration - Mba, Service Design And Management

Master Of Business Administration - Mba, Service Design And Ai In Business

Virtual exchange

Bachelor'S Degree, Tourism And Destination Management