Key competences:
Business diagnostics, analysis of business models, their components, and processes. My strength lies in developing optimal and efficient systems and structures that help companies achieve maximum performance. I have extensive experience in service design, supporting both the creation of new services and the improvement of existing ones. Additionally, I offer valuable expertise in the tourism sector, drawing on my long-term experience in this field.
Education:
Master’s degree in International Business Management from Estonian Business School.
Bachelor’s degree in Product Design from Estonian Academy of Arts.
Micro-degree in Consultant development program from Estonian Entrepreneurship University of Applied Sciences Mainor.
Work experience:
My diverse career spans various fields including the public sector, telecommunications and software development. I have worked as a process analyst, user experience strategist and collaboration coach, managing projects aimed at improving customer experience and organizational innovation. I am currently working as a partner in my company as a management consultant and service designer. Previously, I contributed to Pipedrive as a user experience strategist and as a service designer in Telia Estonia. In addition, service analyst at the Tallinn City Office, CEO of the Carolin Illenzeer Foundation and marketing and customer experience of the Nord Sail family business.
This diverse background allows me to offer a broad perspective on business process optimization and innovation.
Working languages:
Estonian and English
Some work references from the past 5 years:
In recent years, I have applied my expertise in several important projects:
- From September 2023, I will act as a mentor of the EAS master class of service design for tourism companies. Within this framework, my mentees have been Saka Manor and Amante House.
- In the industrial sector, I have helped TUGE Energia OÜ to update and recertify their quality management system.
- In the field of software development, I have created and conducted goal-setting workshops for product development teams at Pipedrive, improving communication and transparency between teams while keeping the focus on the user and their experience.
- I have been involved in business model and competitive analyzes of small and medium-sized companies, based on the results of which I have carried out business development and service design projects.
These projects reflect my ability to work in different sectors, providing solutions from strategic planning to practical service design and quality management