Experience

S-Pankki

• Finland
• Banking
• 400 - 500 Employee

• Development Manager, Customers and Marketing

  • Mar 2020 - Present

  Helsinki, Southern Finland, Finland o Coordinating multichannel service task force o Designing service concepts (utilizing AI based prediction models) o Coordinating the customer experience research portfolio



S-Pankki

• Finland
• Banking
• 400 - 500 Employee

• Development Manager, Retail banking

  • Aug 2017 - Mar 2019

  Helsinki, Southern Finland, Finland o Multichannel service developing with agile approach (utilizing customer lifetime value framework) o Designing service concepts (utilizing AI based prediction models) o Representing the customer experience in business development projects After this, I gave birth to my second child and was on maternity leave for 11 months.



S-Pankki

• Finland
• Banking
• 400 - 500 Employee

• Development Manager, Retail banking

  • Jan 2016 - Aug 2016

  Helsinki, Southern Finland, Finland o Improving service processes with Lean approach o Developing an internal control plan for a service channel After this, I gave birth to my first child and was on maternity leave for 11 months.

• Specialist, Retail banking

  • May 2014 - Dec 2015

  Helsinki, Southern Finland, Finland o Coordinating customer service guidelines o Process modeling with Visio and QPR o Improving customer processes with Lean approach o Developing the customer feedback process in retail bank business unit o Second-line supporting in more complex customer cases o Training the customer service personnel

• Service network Specialist, Retail banking

  • Feb 2012 - Apr 2014

  Helsinki, Southern Finland, Finland o Coordinating customer service guidelines o Streamlining customer processes o Implementing changes related to customer processes (communication and training) o Second-line supporting in more complex customer cases

• Service Advisor

  • Sep 2010 - Jan 2012

  Helsinki, Southern Finland, Finland