Piia Karhu, senior vice president of customer experience, and a member of the Finnair executive board, will leave the company on 30 June 2020 as she has been appointed senior vice president of 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.
“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,” said Karhu.
Finnair’s customer experience unit will be organised so that the operative parts of the unit transfer to its operations unit, which is led by Jaakko Schildt, and the travel service provider Aurinkomatkat, the contact centres 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 organisational changes take effect as of 1 June 2020.