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Sanna Vollmer

Sanna Vollmer

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  • Timeline

  • About me

    B2B CX professional | Experienced in research process & transforming data into actionable insights | Master’s in business & social sciences for Innovation | Customer Insight Manager, B2B

  • Education

    • Äänekosken Lukio

      1992 - 1995

    • Haaga-Helia University of Applied Sciences

      2020 -
      Digital Service Design (course, 5 ects)

    • Laurea University of Applied Sciences

      2020 -
      Yhteiskehittäminen palvelumuotoilussa (course, 5 ects)

    • Aalto University

      2018 -
      Basics of Service Design (course, 2 ects)

      As an outcome of the course, I’ve learned different service design components and dimensions and got familiar with the service design terminology. Furthermore I’ve learned the most common service design tools and when and how to use them in practice

    • Laurea University of Applied Sciences

      2020 -
      Fasilitointi asiantuntijan työkaluna (course, 5 ects)

    • Turun kesäyliopisto - Turku Summer University

      2024 - 2024
      Asiakasymmärrys palvelumuotoilussa

    • Hanken School of Economics

      2009 - 2015
      Master of Science BUSINESS, MANAGEMENT, MARKETING, AND RELATED SUPPORT SERVICES

      Master’s thesis: “Identifying customer value-in-use: A Customer-Dominant Logic Perspective”Case study of business customers' value formation process and customer experience. Grade: very good Publication: "Revealing business customers’ hidden value formation in service", Strandvik T., Heinonen K., Vollmer S. (2018) Journal of business and industrial marketing. https://doi.org/10.1108/JBIM-11-2017-0259

    • Aalto University

      2019 -
      Service Design (course, 4 ects)

      During the project, service providers’ perspective as well as user side is examined by adopting different service design tools like stakeholders map, workshop, interview, online survey, customer service journey, scenario and personas

    • University of Limerick

      2000 - 2000
      Exchange program in University of Limerick, Ireland

    • Lapin yliopisto

      1997 - 2008
      Master of Social Sciences Sociology

      Subjects: Sociology (major), psychology, adult educationMaster’s thesis “Haasteiden edessä: Globalisaatiokuvan rakentuminen sanomalehdessä”

  • Experience

    • Metsä Board

      Oct 2002 - Sept 2007

      My main duties were to ensure accurate demand and supply chain for certain business line and steer sales forecasting and budgeting processes globally. Moreover, I participated on BI- and sales process development. I was responsible for ensuring accurate demand - supply chain including production order placement, order handling, invoicing, stock follow-up and delivery coordination. Moreover I contributed on ERP (SAP) and BI-projects. I was responsible for ensuring accurate demand - supply chain including production order placement, order handling, invoicing, stock follow-up and delivery coordination. Later, I was made responsible for strategic customers’ supply chain world-wide.

      • Business Development Manager

        Sept 2006 - Sept 2007

      • Customer Coordinator

        Sept 2005 - Sept 2006

      • Customer Coordinator

        Oct 2002 - Sept 2005

    • Siemens

      Sept 2007 - Oct 2013
      Service Manager (SAP)

      I was fully responsible for ensuring SAP application management services according to customer contracts and ITIL for designated customers, including - Planning, coordination, and reporting of service delivery- managing quality of service including SLAs and KPIs- managing customer relationships+ parental leaveThe employment ended due to cooperation negotiations.

    • Metsä Board

      Apr 2014 - Nov 2015
      Sales Analyst

      I led the analysis of global sales performance and customer profitability for sales steering and business development purposes globally. Additionally, I actively contributed to projects involving system enhancements and business process development, including initiatives such as Business Intelligence and profitability tools.

    • OpusCapita

      Nov 2015 - Apr 2019
      Service Manager

      I took charge of overseeing and developing services for named strategic customers, ensuring superior customer experience and revenue retention, including- improving service quality, efficiency and profitability- leading efforts for continuous process development- leadership on changes and escalation situations+ parental leave

    • Self Employed

      Apr 2020 - Mar 2021
      Customer Research Consultant (B2B)

      I contributed in various b2b customer research projects regarding customers' overall experiences, activities, goals and feelings in b2b service organizations.

    • Funnel Oy

      Mar 2021 - Oct 2023
      Project Manager, Customer Insight (B2B)

      As project manager in B2B customer research, - I led targeted customer and market research initiatives, dedicated to improving customer experience and driving business development for various customer organizations. - Furthermore, together with my colleagues, I participate in the strategic customer experience development for cutting-edge technology, services and manufacturing organizations. - On top, I managed customer relationship and steer partner cooperation as well as ensured profitability of the customer projectsThe employment ended with the bankruptcy of Funnel 2.0 Oy. Show less

    • DNA Oyj

      Feb 2024 - now
      Customer Insight Manager (B2B)

  • Licenses & Certifications

    • IT Information Library Foundations Certification (ITIL)

    • Scrum Master Certified (SMC)

      Scrum Alliance