Teija Kuustonen (Ccxp, Xmp) Email & Phone Number

Helsinki, Fi

Helsinki, Southern Finland, Finland

Leading and driving transformation towards more digitalized and automated customer and employee interaction in an omnichannel environment - with customer and employee experience as a starting point.Global responsibility for:- Fast Track way of working throughout the customer journey both from Lindström customers' and Lindström employees' perspective, incl. aspects like digital marketing, sales & eCommerce, account management and customer service. - SME customer sales, driving profitable growth in specific customer segments.- Omnichannel and digital customer journey development.- Customer experience.- Customer and market insight.

Without constructive, forward-driven energy, no results are reached. Thus, leading the energy of yourself and others is crucial. But energy alone is naturally not enough: We need clarity on direction, goals, priorities, expectations and roles. We need also capability to make right decisions and keep the right focus. This thinking was the basis for Clarity Focus Energy® model and Energy Leader Trainer® program.As an ELT also myself, I'm building, boosting and managing the Energy Leader Trainer® community to increase engagement and enhance experience of its members.This was an add-on role, not a full-time job.

Helsinki Area, Finland

Leading a team of 13-18 customer experience, business development and service design professionals. Member of LocalTapiola’s Business Development and Innovations leadership team.On LocalTapiola Group level, leading the design, development, customer success and change management of customer relationship related strategies, ways of working, processes and tools/technologies in the following areas:- Customer experience and human-centered design (incl. e.g. CX strategy, customer experience management practices, customer journey operations, service design)- Omnichannel sales, customer service and customer relationship (incl. e.g. customer interaction models in customer service and sales in different channels, business development and customer success of CRM and contact center solutions)- Customer loyalty (incl. e.g. loyalty program and related actions)During this time LähiTapiola significantly improved its position in acknowledged annual Customer Experience Index study in Finland, gaining #1 position within financial services industry in 2020. At the same time succeeding in acknowledged annual Customer Experience Management study: #5 in Finland and #9 in international comparison in 2020.In 2019-2020, Customer Relationship Management, Digital Customer Service and Customer Feedback & CX Measurement solutions and new ways of working simultaneously and successfully introduced to whole LocalTapiola Group (affecting ~4000 employees and ~1,6 million customers).

Espoo, Southern Finland, Finland

Leading a multinational team of 9 customer experience, customer and market insight and analyst relations professionals. Member of Tieto Marketing & Communications leadership team.Corporate level responsibility of leading the development of Tieto’s customer experience (e.g. CX strategy, Customer understanding & Voice of the Customer, Customer-centric culture, Experience design, CX measurement and KPI's, Omnichannel CX). Leading the customer and market insights development and industry analyst relations. During this time Tieto achieved its all-time high in customer experience KPI’s and at the same time gained 5th position in acknowledged annual Customer Experience Management study in Finland (followed by 3rd position the following year).

Helsinki, Southern Finland, Finland

Leading the development of Tieto's customer experience (B2B) throughout the customer journey. Creating the basis and key structures for Tieto’s customer experience development.Greatest outcome of the work was creating Tieto’s first customer experience strategy and lifting it to top management agenda – and eventually e.g. into an individual KPI for each Tieto employee.Additionally participating in an advisory role in strategic client cases related to digital customer experience.

Strategy And Corporate Planning, Helsinki

Corporate strategy and operating model development, implementation and change management. Program lead in various strategic development and change initiatives. Developing and implementing business management processes, as well as performance measurement, target setting and action planning procedures. International program and network leadership.One of the key achievements in this role was successfully introducing the corporate strategy and new operating model for whole Tieto organization (~13 000 employees) and leading the related change management activities.

Helsinki

Customer-driven omnichannel sales and customer service development. Internal and external digital channels concept and service development. Contact center development. Help desk setup, development and operative management. Customer insight development. Change management. Internal and external marketing, communication and competence development related to digital services. Project and network leadership.

Op Bank Group Cooperative Banks In Oulu & Pori, Op Fund Management Company Ltd

"OP-Esimiesvalmennus"​ Trainee Program (Oulu, Pori, OP Fund Management Company Ltd, 2000-2001): Working in various roles within retail banking. Setting up, developing and operatively managing digital customer service and sales in a cooperative bank.Masters thesis work (OP Bank Cooperative bank of Oulu, 1999-2000): Masters thesis on "Developing of customer-oriented operational model in the service sector"​.

M.Sc.Eng, Industrial Engineering And Management, 4 (Very Good)

- Area of specialization: Industrial Engineering and Management - Main subject: Marketing - Subsidiary subjects: Garment and Textiles.

Interior Design

Studies In Economics And Business Administration