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As a consortium member, Karin brings extensive experience in digital transformation strategy and policy. She worked for over a decade in Estonia’s GCIO Office, contributing to the development and implementation of key state IT policy documents, including the National Digital Agenda 2014–2020, which prioritized the quality of public services and customer experience (CX) for the first time. In her final years at the ministry, she briefly led the department.

Following her tenure at the GCIO Office, Karin transitioned to the private sector, gaining hands-on experience in agile software development and customer needs analysis. She then leveraged her expertise in business and data analysis to serve as a Product Owner in social welfare, leading the development of a state information system designed to enhance CX standards in the sector.

Since the end of 2022, Karin has been working as a freelance digital transformation expert, advising governments worldwide on CX-driven strategies and systems. Her key strength lies in her ability to integrate both strategic insight and hands-on experience in assessing CX maturity and building CX-based systems.