Jonna Vermilä Alajääski

In this role my main focus is to lead overall end to end disruption management area and the ongoing cross-organizational transformation. This role is industry pioneer role, where responsibility is focused to one end-to-end team and lead from one leadership team.

Disruption management is one of the most important contributors to the overall customer experience and NPS, so this role is aims to maximise Finnairs performance in both customer satisfaction and efficiency.
Me ,together with the teams will ensure that we are working together towards common objectives and aligned development activities, driving, e.g., the digitalisation of the customer experience .

My biggest achievements in this role:

· End-to-end disruption management role organizational restructuring for modern roles and competences. This transformation touched ~80 people and it is a big structural change which also supports Finnair strategic goals in the future. Transformation for new roles takes 1-2 roles.

This people transfomation thought me new change negotiation skills and various leadership skills.

· Leading end-to-end disruption management development portfolio and OKR prioritization work. This includes all areas, digital and self service development and CRM development area

· Holistic leadership via main key KPI´s , disruption cost, NPS and customer contacts

In this role , I was responsible of Finnair Disruption Service concept alignment and development. This includes all scenarios of disruptions, where Finnair will be responsible of customer care, compensations and claims.

Leading the people is in center of this role, since all teams are different and working in different environment. Development and motivation of people is very core work in this role and wellbeing of my team is priority number one. In line organization i managed seven different teams including customer care support teams, Finnair Business services team ,customer relations and team which is responsible of customer communication.

Role required 360 overview for CX and responsibility to create business case proposals and concepts to Finnair Commercial leadership team.

Teams are working very closely with Operations and other stakeholders, including external and internal vendors.

Recognized cost efficiency project Magellan, successfully completed and recognized.

Main areas of responsibility:

. Leading the people and HR

. Development of holistic area of disruptions

· Budjeting , Finnair overall compensations ( including EC261)

· Management of key KPI´s in own responsibility area

In this role I was responsible of leading the customer journey lead team in Finnair Operations Control Center OCC. The role ensures that well functioning processes, tools and well trained resources are in place to minimize the impact of service failures on customer experience. I am owner of the end to end process with responsibility on customer journey management and disruption communication.
My responsibility includes setting service level targets for the selected processes, following up the service level realization and developing processes to enable excellent customer satisfaction, customer flow and productivity.

In my responsibility area is process implementation and change management of customer experience processes.

My focus area is customer experience, especially customer communication in disruption, overbooking customer care, disruption customer care and customer service in all touchpoints. My team will ensure that customer communication in disruption is in place and meets the high standards of Finnair. My team also works as a link to Finnair operations to Finnair Global Contact Centers all over the world.

· Owner of end to end customer journey in operational window

· Responsible of Finnair disruption communication

· Owner of customer care process at the airports

My biggest achievements in this role:

. Future HEL HUB project, leaning existing roles and preparing future roles ( transformation of customer service roles in Helsinki airport)

Strategic cross organizational project Most Reliable Airline ( MoRA) & Disruption communication project

Helsinki airport renewal project participant, terminal changes and implementation together with Finavia

RFI&RFP creation of new communication tool for Finnair

Customer Journey Lead role creation and located in OCC

Ground Guest APP implementation together with Amadeus and IBM

Disruption process clarification& ownership responsibilities

I was developing customer care processes and was named owner of Customer Care process

My biggest achievements in this role:

• Ownership of Inform Real Time Hub Control system development, connection flights
• Responsible of Finnair transfer strategy implementation in operative environment
• Cost effective decision making model creation
• Creation of Finnair connection reliability calculation KPI together with Finnair analytics