Sara Toivakainen

Sara Toivakainen has a diverse and extensive work experience in customer experience and employee development roles. Sara has worked at Stockmann, a retail company, in various positions including Chief Customer Experience Officer, Development Manager for Customer & Employee Experience, Head of Resourcing & Development, and Talent Experience Leader. In these roles, they have been responsible for driving customer-centric transformation, building CX management models, implementing marketing automation strategies, and enhancing personalization capabilities. Sara has also worked at Qentinel as a Customer Experience Consultant, helping companies develop and manage customer and employee experiences. Prior to that, at Elenia, Sara led a project in customer experience and service culture development and established a CX program. Sara has also worked as a Master's thesis worker and IT-Trainee at Elenia and as a Shop Assistant at Stockmann.

Sara Toivakainen obtained their Master of Science (M.Sc.) degree in Knowledge Management from Tampere University of Technology from 2008 to 2014. In 2011, they participated as an exchange student at Technische Universität Wien, focusing on Wirtschaftinformatik. Additionally, in June 2018, Sara obtained a certification as a Lean Change Agent from the Lean Change Agent Community.