Monica Uusiniemi Email & Phone Number

Helsinki

What keeps you awake at night? I help create better employee and customer experience working with both the public and private sector. Whether it is about solving wicked problems, recognizing new business opportunities, creating new services and developing existing ones or just having someone to spar with. Gofore is a digital consultancy with offices in Helsinki, Tampere, Munich, Madrid, Swansea and Jyväskylä. Gofore creates tomorrow’s digital services and work culture today, leads digital transformation, as well as designs and builds innovative solutions.

Helsinki

At DearCustomer Design I helped our customers to drive sales and foster growth by making a difference through customer experience. This is a design co-operative and we work as part of our customer's team as hired specialists or on project base - light and lean, depending on the customer's need. As an entrepreneur my main responsibilities included:- B2B sales, networking and building longterm partnerships- Design project management; planning and executing projects in collaboration with multiple stakeholders- Business development and human platform building of the co-operativeAs a service designer and business developer - my main responsibilites included:- Resourcing right skills/people for the projects, consulting on customer experience and service design thinking & doing- Creating customer/human centric service design project roadmaps - Designing new services across multiple channels to create business growth- Executing the service design/business development projects, from customer/human insights to ideation, concept development & prototyping, implementation- Onboarding of customer's employees and customers, inspiring change thru learning by doing- Planning, preparing and facilitating design sprints, hachathons and client co-creation workshops- Building metrics and KPIsIn general, we strive to make great things happen with great people!

Siuntio

As the customer experience professional on board, my main focus was on facilitating the development of customer & employee experience.

Helsinki

Suhde is an advertising agency, specializing in customer centric brand building, marketing and content strategy. My main responsibilities were boosting B2B sales and new customer acquisition, creating customer strategies and service concepts through longterm partnerships with customers. As a customer strategist and consultant my responsibilities included:- Helping customers define customer and communication strategy, co-created solutions, set objectives & metrics- Multiple stakeholder collaboration (media, brand and digital agencies, research partners, cross-silo co-operation)- Developing segmentation strategies using data analytics and ideating marketing concepts- Implementing marketing concepts from goal setting to implementation and campaign execution with creative teams in omnichannel environment, focusing on digital solutions- Project and creative team lead, sparking innovation & inspiration- Account responsibility = customer happinessAs a business developer I was responsible for:- Service portfolio development- Applying service design thinking and using design process & toolset to plan and develop customer loyalty concepts- Creation of new service concepts based on customer insights, building business cases and validating them via piloting + Proven track record in sales and delivering on customer needs & happiness (Fortum, Ikea, VR, Sonera, Instrumentarium, Animagi), excellent customer satisfaction rating+ Developed and commercialized new service concepts using service design methods (customer strategy concepts, Suhde Round Table, Suhde Soul)I was honored to work with great people from our network and companies like KPlussa, Fortum, Sonera, VR, Suomen Ekonomiliitto, Instrumentarium, Animagi, Messua etc.

Taking the chance to experience life of a small entrepreneur – working hands on for something I believe in. Helped create business and marketing concepts with the sisters, Anu + Kaisa. Launched a new business to b2b customers. Big thanks to Anu and Kaisa for the opportunity. And for making me a great coffee maker. Great owners, great employees, great customers.

Led the prescription medicine sales force (+35 employees) and had a part in turning it into a customer driven solution provider with my sales managers. A customer centric, cultural change agent and the first she in the steering group, I drove 5 change projects during my 2 year stretch – and we were the fastest to adapt in Europe. This did not happen without casualties, I learnt most from the failures. Thanks to my boss, CEO Ivan Blanarik, who had the courage to hire “an outsider” to the pharmaceuticals industry.

Grey Direct & Digital

Helped our customers take care of their customers in a profitable way. Developed, planned and executed effective loyalty and traction programmes, created content strategies and planned campaings hands-on with the creative teams. Led the creative teams and projects in a fast-paced environment. Was part of the steering group with responsibility for improving our creative processes and developing leadership & management skills. Worked in close co-operation with customers, their partners and brand teams in Finland’s top brand agencies. Privileged to work with superb professionals and great customers – Sonera, Itella, Fortum, Alko, Kauppalehti and many others. Mirjami Mäkinen called me one Monday morning and I stayed 10 years - before taking up the challenge with Boehringer. Thank you all for the journey and the continuing friendships.

Helsinki

Continued my professional training at Readers’ Digest then concentrating on retention and loyalty programmes.

As direct marketing, mass customization, personalization and multichannel planning needs to be learned hands-on, I started my journey in customer relationship building as a marketing trainee at Yves Rocher Finland, the biggest cosmetics mailorder company at that time. Specialized in new customer acquisition efforts and developed new concepts in close co-ordination with other EU teams. With the finnish YR team we still meet twice a year for fun - long live exceptional company culture!

Master Of Business Administration (M.B.A.), Service Design And Innovation

Certified Scrum Master

Start-Up Hub, Service Design And Innovation

Design Thinking And Service Design Process & Toolset

Digital Media Production Processes

Planning and managing digital production processes (digital campaigns and websites) Information design and content strategy User interface.

Change Leadership And Management

Master’S Degree, Marketing And Finance

Certificate Of Entrepreneusship