I was just accepted to a member to Danish Service Design Network Denmark Linkedin- group. I needed to wait couple of days acceptance while my profile and professional background was checked by the authors of the group. It was a bit exciting.
I wanted to be part of the group because of my passion for service designing, user experiences and customer-centric business development. Even though my working history and studies within social sciences, tourism research and marketing builds a strong base for being able to help companies to get their service design process started, I’m strengthening my skills to manage service design projects taking part to service design course in Copenhagen organized by Service Design Institute from January to April 2017. I would love to work at the same time part-time or full-time in a company who is developing customer-centric services. Is it your company?
I have been wild with service designing since I 8 years ago started to work for a company with strong customer-centric strategy. My previous employer S-Group is one of the Finland’s oldest co-operative companies owned by it’s 2 million members so in the other words owners are Finnish households. When the company owners are consumers instead of companies, it really pushes the company to put customers core of the all business.
My focus in S-Group was to develope travel related services together with B2B partners by listening voice of customer. You can just imagine how much 8 years in S-Group has taught me about customer-centric business developing and data-based business and marketing planning due to the fact that 2 million members brings BIG amount of data. Thanks to IBM Cognos software which helped me to use and analyze data and use it for concept developing.
In my next job, I’m willing to bring the service design idea to managers and other employees in companies whose having a strong will to develop customer-centric services.
I want to believe that there are many who are waiting hungry to use my competence as a part of the development journey.
This is me posing by the beautiful North Sea. Please have a look at my thoughts about customer experience management in travel business Should DMOs take care of customer experiences.
I listed hereby 4 the most value added skills I will bring to your team:
1. CUSTOMER-CENTRIC BUSINESS CONCEPT DEVELOPMENT
- In my previous job I have been in charge for developing customer-centric services together B2B partners for B2C customers. I did it with participating customers to work with us. I did with using data but as well my creative mindset.
- I’m very familiar with using “voice of customer” for business development
2. MANAGEMENT OF B2B CLIENTS WITH POSITIVE AND RESULT-ORIENTED ATTITUDE
- Last 8 years I have been consulting, sparring and providing practical advices for the B2B partners from junior level specialists to decision makers how to use shopping data efficiently for marketing planning, CRM programs and target marketing and how to use voice of customer for ensuring better understanding of customer’s needs and expectations
- Networking, co-operating and developing business with different kind of people is definitely something I really enjoy and feel myself personally strong – so tells feedback of my colleagues and partners I’ve worked with
- My fresh education within teaching and facilitating people to learn let me use different pedagogical methods to help and support people to learn and work efficiently in groups
3. THINKING OUTSIDE THE BOX
- I’m always experimenting business and life in general with high curiosity. My behavioral style is tested in Mirror – behavioral profil workshop one year ago and result was that I’m seen by others as conducive co-worker.
- I’m sure my working history in 10 different towns or tourist destinations from Arctic Circle to Middle-Europe and Asia has both opened my view of the world in general but also develop my ability to think more often ‘outside the box‘
- My working experience within CRM, business concept development, produtiziation and management of sales, marketing and communication planning gives me tools to solve concrete business issues, innovatively
4. BASIC KNOWLEDGE OF HOW TO USE RESEARCHS AND ESPECIALLY QUALITATIVE METHODS FOR SERVICE DESIGNING
- I have a common knowledge of how to use research and different methods as a natural part of developing business concepts
- As a part of my Master of Social Sciences studies in University of Lapland, many of our training research cases were connected to business life
- I did my thesis as a assignment to DMO Lapland Marketing using quantitive method participating over 100 member organizations
- I did my diploma work as a part of my bachelor studies for Kilroy Travels using qualitative method deep interviewing 20 customers
- Last 8 years I have been working in close relations with research representatives and it gives me a good base and tools to understand and use co-creation approaches as a part of the service design projects in the future
I’m continuous looking for new projects to be involved so do not hesitate to contact me!
Med venlig hilsen,
Marjoannika Nyman
+45 60 21 83 89
m@marjoannika.dk
