Leading the Voice of Customer transformation at reMarkable, building a data-driven customer insight and governance model to directly connect customer experience to product strategy and business performance. ■ Customer-centric operating model (“Moments that Matter”): Designed a prioritization framework identifying 13 critical customer moments, aligning cross-functional execution and accountability around the drivers of growth and loyalty. ■ Holistic Voice of Customer: Built a zero-budget insight engine consolidating fragmented data sources (customer reviews, NPS, returns, warranty data, support tickets, and social signals) into a single source of truth for customer and product issues. ■ Product strategy influence (HW & SW): Leveraged the Voice of the Customer to pivot core prioritization, successfully advocating for high-impact technical requirements based on their quantified impact on key operational & customer KPIs. ■ CX Governance and decision making: Established a structured governance model with monthly executive KPI reporting and integration of customer insight into OKR and strategic planning cycles.

Global Brand and Customer Experience VP for Telenor group. Heading CX strategy & capability development across Telenor markets in the Nordics & Asia - total customer base of 180M customers. Designed and implemented customer experience capability maturity assessment model and run this across several markets. Established actionable recommendations how to improve customer centric operations, created roadmaps for improvements. Projects run in close contact with the market leadership teams.

Customer Experience Director, member of the executive board (LocalTapiola Life Insurance). In charge of marketing, communications, customer engagement, customer experience, digital services & channels and digital P/L. Reporting to the CEO. - Digital sales (€) doubled two years in a row - +200% annual increase in lead generation - Launch of systematic upsell & retention operations - Customer churn down by 2% (renewal of care models) - All time best performing integrated marketing campaigns - Launched CX team, new roles & competences - AAA+ people leader, Corporate Spirit Survey 2019 & 2020