Delivering the best customer experience
Development Director Jari Leppäalho
My career at Empower has proceeded quickly, with different tasks following each other. I have been working in my current position as the Development Director of Connectivity business since autumn 2015.
We offer installation, maintenance, design and construction services for fixed and wireless IT networks. Our customers include telecom operators, energy companies, industry, real estate owners and investors, as well as towns and cities, municipalities and other governmental organisations.
I came to Empower as a result of a merger at the end of 2008. Two years earlier, I had received my master's degree in engineering from Tampere University of Technology, where I majored in industrial engineering and management.
Rapid career development and varied tasks
When I started working at Empower, I was responsible for the production and results of a regional unit. When we established a project office to be in charge of larger delivery projects, I took charge of it. I also had the opportunity to work in various development projects.
A couple of years later, I moved on to be responsible for data transfer network construction operations. In this position, I held the production and result responsibility for the construction of telecom networks.
In my current job as Development Director, I lead the production development of the Finnish telecom organisation. Our team develops operating methods and implements shared operating models. Our projects include the re-specification of processes, the development and commissioning of our ERP systems and the development of models and tools that improve our quality and customer satisfaction.
Customer experience counts
I work at the interface between sales and production. I have the opportunity to consider what Empower should focus on next – in other words, to think about what kind of company we want to be and how we can improve the customer experience in a fiercely competitive industry.
Together with my team, I work on a number of projects of different types. For example, we improve the efficiency of the use of facilities in different locations, as well as logistics processes, such as the management of stocks. We also work often with order-delivery processes. Currently, we are implementing a new operating process and related control system in our construction operations so that we will be able to serve our customers even better.
Varied work on projects
I enjoy working on projects. Development projects involve many internal and external stakeholders, also from other countries where Empower operates. There is now more cooperation between different country units, and I have the opportunity to work with people and teams from different cultures. The best part about my work and about Empower is the diversity of tasks. I have worked in different positions and learned to look at things from different angles.
In my work as Development Director, I require not only good organisational, project management and leadership skills, but also cooperation and communication skills. I need to lead things forward within our organisation, while inspiring and acting as a sparring partner for others.
Customers involved in development
We need to understand the needs of our customers to be able to serve them even better and produce added value through our operations. This is why customers are closely involved in development. Together, we plan what should be improved in our business field. Empower is always moving forward – we want to produce results together.
During my time off, exercise gets me relaxed. I am a referee in the Finnish hockey league, and I get to frequently travel around Finland. In summer, I enjoy running and going to the gym.