Hi, Marko Leino here!
On this website, you’ll find my CV. It will give you an overview of my skills, professional philosophy, and strengths.
I am efficient, pragmatic, and empathetic developer of digital business operations and customer experience and skilled team leader
My highly diverse and extensive skill set, combined with my ability to create an environment where everyone can shine, guarantees satisfaction for both customers and leadership team.
My goal in working life is to be part of a top-performing team of experts, where ambition and passion for what we do are at the highest level. The results will naturally follow.
Said about Marko
(Source: Linkedin)
I had the pleasure of working with Marko during an entrepreneurship training program. He actively participated in group discussions, contributed thoughtful and insightful perspectives, and enriched the collective learning experience.
I especially want to highlight the excellent training session Marko delivered on customer experience, its measurement, and service design. The session was well-structured, insightful, and tailored to suit the needs of the target group – new and aspiring entrepreneurs.
Marko also demonstrated strong subject-matter expertise as a speaker. His calm and confident presentation style was highly engaging and responsive to the audience. He has excellent collaboration skills and a natural ability to foster trust and cooperation in diverse groups.
I warmly recommend Marko for demanding specialist position expert roles in service design, customer experience development, and analytics. He combines analytical thinking, customer understanding, and excellent communication skills in a way that brings real value to any organization.
– Sari, Entrepreneur, Business Coach, Mentor (2025)
I recruited Marko for Nesenta last fall in 2023, and it turned out to be a perfect decision. We needed expertise in measuring, monitoring, and improving the quality of customer interactions based on all data available. Marko has been the right man for the job, and we have achieved a lot. His work has brought many new perspectives to my own efforts, as we believe we have excellently sparred with each other in developing Nesenta’s service portfolio. He is a pleasant gentleman with whom the entire organization enjoys collaborating. A special mention goes to the excellently structured and executed sales and quality training conducted together with production. A strong recommendation if anyone is considering using the services of a proactive, diligent, and versatile gentleman.
– Timo, Country Manager (ex), Nesenta (2024)
I worked with Marko during our studies at Haaga-Helia in the spring 2020. Because of the COVID-19-situation we worked remotely in a team of four.
Marko is extremely relaxed and calm teammate. He has a real talent to express his ideas in a calm and impressive way. Our team had extra pressure because of the early days of the pandemic but that didn’t effect his work in any way. On the contrary he made us all feel more relaxed, focused and certain to achieve our goal.
Marko has a desire and skills to activate and participate all team members to work together. He gives space to everybody and inspires all team members to succeed in their own tasks.
Marko works actively to find solutions and to solve problems. He suggested great solutions for our service design and B2B-sales projects and generated functional business ideas for our client.
– Tyttielina, Fellow Student (ex), Haaga-Helia (2021)
Had the opportunity to work with Marko in a fast pace media business. Marko is true team worker and can smoothly operate big corporations different stake holders. I really valued his open mind thinking and ability to get people co-operating.
– Tatu, Head of Online Performance Unit (ex), Sanoma Media Finland (2021)
When you choose me, you get an unyielding attitude, know-how and motivation that doesn’t go out easily. At the same time, you get a positive flow to your organization’s personnel.
Marko Leino’s work history
My long and versatile career in digital development and online services can be divided into three distinct phases of growth. The first 10 years were spent in specialist roles. The next 10 years combined specialist and managerial positions.
The past 6-7 years (since 2018) have been a true golden age of growth for me. During this time, I have embraced new industries and skills in my professional life. I have also undertaken in-depth studies of new competencies and updated my expertise to stay current.
1999 – 2001: Beginning of My Career
Sonera
At the start of my professional journey, I worked as a Technical Customer Advisor for the telecom operator Sonera. My role involved resolving customers’ technical issues through phone support.
2001 – 2008: Growth as a Specialist
Zed for Business, Sonera, Tele Finland, TeliaSonera
I worked as a Webmaster maintaining online services at Zed for Business in 2001–2002. After that, I continued at Sonera in roles such as UI Specialist and Producer for Sonera’s ”My Pages” service. By 2008, I had expanded my expertise across various roles to become a professional in content management and online publishing. It was time to take on greater responsibilities.
Key Skills and Expertise:
User interface design, online publishing, content management systems, communication.
2008 – 2018: Development Manager, Business Analyst, Product Owner
TeliaSonera, Tele Finland, Telia
In these roles, I was responsible for a wide range of tasks related to the development of the telecom operator’s online services.
My most significant projects included:
Rebuilding the website for the Tele Finland brand (I personally handled the CMS-related parts of the project).
Leading a subproject during the merger of Sonera and Tele Finland into Telia, where we implemented a new content management system and created entirely new content for the unified website.
As a Product Owner, I also worked according to the SAFe framework, managing the development of the operator’s content management system.
Key Skills and Expertise:
Content management systems, SEO, Scrum/SAFe, agile development, analytics, communication, Jira, Confluence.
2018 – 2021: Digital Product Manager
Sanoma Media Finland
I transitioned to the media industry, as I had already experienced nearly everything the telecom world had to offer.
In this role, I led agile development teams working under the Scrum framework. I guided projects in the development of digital reading services as a Product Owner.
Key Skills and Expertise:
Scrum/agile, team leadership, product management, service design, communication, project planning, BI, analytics, Jira, Confluence, budgeting, strategy.
2021 – 2022: People Manager
Innofactor
My studies in HR management led me to a role focused on human resources:
In this position, I was responsible for tracking the goals, professional growth, and personnel matters of software developers in six development teams. My work included career path planning, professional coaching, and ensuring competitive skills aligned with business and customer needs.
Key Skills and Expertise:
Team leadership, coaching, communication, HR.
08/2023 – 02/2025: Customer Experience and Project Manager
Nesenta / Releasy Customer Management
(Fixed-term contract ended 28.2.2025)
The interest (back) in expert/expert manager positions gradually revived and I went to update my skills (studies in 2023) and moved to work in the field of contact center services:
In this role, I developed customer experience by creating and improving reporting related to operational quality and efficiency, including data visualization using AWS QuickSight. I also participated in daily operational quality and efficiency monitoring, identifying opportunities for continuous process and performance improvement.
As a Project Manager, I was responsible for developing customer satisfaction measurement processes and leading projects to implement AI-assisted functionalities.
One of my imporant achievements at the end of 2024 was communication and content production related to the brand merger (Nesenta -> Releasy), including building the website using WordPress and creating its content.
Key Skills and Expertise:
Communication, B2B, measurement, reporting, analytics, customer service processes, BI, AWS, Genesys Cloud, AI, WordPress, SalesForce
03/2025 – 07/2025: Professional development and future planning
During the spring, I explored job opportunities in different industries and new study opportunities so that my skills would remain relevant to the needs of the job market in the future.
I completed the entrepreneurship training at the Eezy Training Center during May and June, where I also led one training day introducing service design methods and tools.
Key Skills and Expertise:
Entrepreneurship skills, business planning, financing, service design
08/2025 – Now: Account Manager
Konsepto Oy
In my role as an Account Manager, I work with the following responsibilities: long-term development of customer relationships, achieving sales targets, and ensuring and improving customer satisfaction.
Marko Leino – Education and Studies
Lifelong learning and growth – this philosophy guides everything I do.
I started my career relatively early in the field where I have spent the majority of my professional life. By this, I mean the world of online services, digital development, and customer experience. In 2018, I began systematically expanding my expertise. Alongside my studies, I also gained experience in new industries, such as media, software development, and most recently, customer service.
My Universities
Before these studies, I had been working for a long time. Many things were not new to me because I had already been working on many of the things I studied for years. The practical lessons from working life, combined with the theories of studies, deepened the benefits I received from my studies – and that’s why you could say that the last six-seven years or so have definitely been the most developing time of my working life.
Haaga-Helia University of Applied Sciences
From 2018 to 2022, I pursued a Bachelor of Business Administration degree, specializing in Human Resource Management and Service Business (service design and B2B sales). During a service design course, my student group was awarded for delivering the best project work for our partner company.
I completed most of my studies while working full-time, achieving an overall grade point average of 4+ out of 5. My thesis focused on diverse recruitment processes.
Metropolia University of Applied Sciences
In the spring of 2023, I studied a course package on Knowledge Management at Metropolia University of Applied Sciences. The curriculum included developing project management skills, learning data analytics methods, and training in tools such as MS Power BI and the basics of the Python programming language.
Aalto University EE
In the fall of 2023, I completed the ”Customer Experience Developer” program at Aalto University Executive Education and Professional Development. This program delved deeply into customer insights from perspectives such as measurement, service design, audience targeting, and omnichannel strategies.
During the course, I completed a reporting development project, which led the partner company to offer me a job.
University of Eastern Finland
M.Sc. (Econ.) in Innovation Management 08/2025 – est. 06/2027.
Currently pursuing a Master’s degree in Economics with a focus on Innovation Management. Developing expertise in circular economy, social responsibility, innovation cultures, sustainability and other meaningful areas during next years.
My Strengths and Professional Skills in a Nutshell
Personal Qualities
- Analytical
- Empathetic
- A good listener
- Creative
- Positive
- Persistent
- Result-oriented
- Solution-focused
- Practical
- Articulate
- Best under pressure
Professional Skills
- Customer Experience (CX)
- Employee Experience (EX)
- Coaching
- Diversity, Equity, and Inclusion (DEI) Expertise
- Digital Business Leadership
- Business Intelligence (BI)
- Agile Project Management
- Collaboration
- Content Management
- Writing
- Communication and Interpersonal Skills
Marko Leinon CV - 2025 