About
I lead customer service experience globally for Siemens Smart Infrastructure. My work comes down to one question: what does it actually feel like to be our customer, and what has to change inside the company for that to feel better?
Fifteen years in, I have come at that question from most angles - engineering, finance assurance, data analytics, and now service experience. The through-line is corporate entrepreneurship: finding the thing that is broken for people, and building the case, the coalition, and the product that fixes it.
I am Estonian, live in Zurich, and write here about customer experience, service design, and the unglamorous work of leading teams through change.
Career
- Now
Global Head of Customer Service Experience
Siemens Smart Infrastructure, Buildings
Shaping how customers experience service across more than 30 countries.
- Before
Data Analyst, IT Auditor, Controlling & Finance Assurance
Siemens
Machine learning models to predict margin dips, digitalisation and cloud-readiness audits, five years in assurance.
- Education
MBA, International Business
Estonian Business School
Research on what makes teams win in business simulation games, published in Problems and Perspectives in Management.