Piia Karhu, Senior Vice President, Customer Experience, and a member of the Finnair executive board, will leave Finnair on 30 June 2020 as she has been appointed Senior Vice President, Business Development, at future Metso Outotec. Her nomination becomes effective after the closing of the partial demerger of Metso and the combination of Metso’s Minerals business and Outotec, which is currently expected to take place on 30 June 2020, subject to the receipt of all required regulatory and other approvals, including competition clearances.
”The seven years I have spent at Finnair have been rewarding and I have learned a lot. During this time Finnair has grown a great deal, we have opened new routes to Asia, taken into use A350 fleet to serve our customers, the Helsinki Airport has transformed, our travel service provider Aurinkomatkat has become the market leader in Finland, we have developed our digital channels and our customer experience has further improved. I feel that now it is time for a new personal challenge, and I know that I can apply many of my learnings at Finnair also in my new position”, says Piia Karhu. “Finnair has an excellent team spirit and amazing people, whom I will miss. The whole Finnair team has done a great job in customer experience, which is evident in the clear increase in customer satisfaction.”
”Piia has done a great job at Finnair, and I want to thank her for that. Our customer satisfaction has developed very favourably over the past years, and we want to continue this trend also in the future”, says Topi Manner, Finnair CEO. ”I wish Piia the best of success in her interesting next career phase.”
Finnair’s Customer Experience unit will be organised so that the operative parts of the unit transfer to Finnair’s Operations unit, which is led by Jaakko Schildt, and the travel service provider Aurinkomatkat, the Contact centers and the customer service development functions will become a part of Finnair’s commercial unit, headed by Ole Orvér. The Commercial unit will be renamed as Commercial and Customer experience (CX) unit. These organizational changes take effect as of 1 June 2020.