Experience

Work experience

#CustomerExperience #EmployeeExperience #FutureOfWork #Leadership

See the full experience from my LinkedIn profile.
Sept 2014–Present

Customer Experience and Employee Experience Consultant

Customer experience, employee experience and business consulting and coaching for companies and public organizations. Also, service design, productization, and marketing strategy consulting and planning.

June 2020 – Present

Co-Founder, Board Member | Muutostoimisto Tuleva

We combine years of foresight and strategy experience, competence development, and coaching into service packages that help you to stand out and stay one step ahead of the competition. We help you understand what skills, abilities, and work-life skills individuals, teams, and organizations need now and in the future.

Nov 2016–Present

Speaker, Keynote, Facilitator| various companies

Keynotes, coaching sessions, workshops for CEOs, C-suite, Leaders, Managers, and Team Leads from global enterprises to SME’s and startups.

Focus areas:
• Human to Human approach customer experience and employee experience
• Optimizing operations, focusing on the essentials, creating competitive edge, growing business with experience management
• Systematic CX process and roadmap
• Taking strategies into actions

Aug 2018–Oct 2020

CX and EX Advocate, Head of Global Marketing Communications | HappyOrNot

In my cross-functional role, I worked in close co-operation with the most important global clients and also all internal teams. My role was to increase what is the impact of strategic CX and EX work for organizations, businesses, and industries. I also improved the customer experience for our clients and built a consistent content journey for our customers across online and offline channels. My work included also new business development (strategic, consultative business services) and productization.

Mar 2017 – Aug 2018

Development Director & Strategist | ATOMI Marketing Communications Agency

I designed, planned, facilitated, and executed business and marketing strategies for global and Finnish customers.

My work included service design, facilitating workshops, productization, digital customer experience design, UX design and concrete, tactical marketing, and sales materials.

Oct 2014 –Feb 2017

Chief Content Officer (COO) | ATOMI Marketing Communications Agency

Creating marketing strategies and plans, creating concepts, service design, customer experience, and customer journey design and consultancy.

• Marketing strategies on business, business area, and product/service level
• Business, service, product, and marketing concepts
• Content planning and production – text, photos, and video
• Digital marketing: large digital service concepts, website concepts and wireframes, online and social media content, eLearning materials, e-mail marketing, and presentations, physical marketing materials
• Offline marketing: publications, event concepts, and marketing

Aug 2013 – Sept 2014

Development Manager | Uratehdas

I coached +250 job seekers, mainly CEO's, leaders, managers, and senior-level experts. +100 events and pieces of training organized, including two major Walk For Jobs -recruiting events. I created and executed new events and new, innovative ways to empower job seekers in their recruiting process. I built strong networks with companies, public sector administrations, and other stakeholders.

Nov 2013 – Feb 2014

University Lecturer | School of Management, University of Tampere

Guest lecturer at `Organization change and management` seminar provided by the School of Management. Planned and organized case material and reading material for the seminar.

Sept 2008 – Sept 2011

Recruiting Specialist | StudentWork Finland

Responsible for employer brand development and end-to-end recruitment process in close cooperation with corporate clients and job seekers. Interviewing both Finnish and international job seekers, mostly with engineer, ICT, trade and communications backgrounds. I worked in close cooperation with HR managers and CEO's from SME and national and international corporations.

Education

Master of Administrative Sciences, M.Sc. (Admin.)

The School of Management, Tampere University, 2006–2012

Master’s thesis on topic: “Early Stages of Cooperation in Innovation Driven Projects Between Creative and Traditional Industries”
Keywords: Cross-boundary networks, Creative industries, collaborative innovation, complexity theory.

BBA, Bachelor of Business Administration

Tampere University of Applied Sciences, 2005-2008

Project Management, Communications, International Business.
Final thesis: “Storytelling marketing in public sector communications. Case: Laos – stories from the Mekong riverbank”. Client: Ministry for Foreign Affairs of Finland.

Mathematics, Chemistry, medical engineering

Tampere University of Technology, 2004-2006

I studied three semesters at TUT with good grades (4/5). Total of 60ECTS. I enjoyed learning tech related subjects, but decided to drop my studies after enrolling to the School of Management at University of Tampere.

Awards

The best Marketing Communications thesis of the year 2013

Awarded by Miltton Network. The jury included CEOs, VPs, and Executives from Elisa Oyj, Finnair, Miltton Network, Aalto University and Hanken School of Economics.

“The research topic of Ojala is an important theme for Finnish business development and international marketing. The approach pursued is bold, and the thesis raised a lot of discussion in the jury “, Heinonen explains.

The Best Administrative Science Master's thesis of the year 2012-2013

Awarded at the XXXII Administrative Research Conference by Hallinnon Tutkimuksen Seura ry.