Director of Customer Experience (Copenhagen)

Job summary

The role involves leading the transformation of customer contact operations across nine countries, focusing on improving the customer journey through digitization and automation. The position is based in Copenhagen and requires a strong emphasis on change leadership and operational performance.

Qualifications

• Minimum seven years of experience in customer service or contact center operations, with at least five years in a leadership role.
• Proven track record of driving operational change and adoption, with specific metrics to demonstrate impact.
• Hands-on experience with digitization and automation in live service operations.
• Strong analytical skills and business acumen, capable of working from data to drive outcomes.
• Exceptional written and verbal communication skills in English.
• Experience managing a P&L or functional budget is preferred.

Responsibilities

• Own and lead the change program from diagnosis to market adoption.
• Drive adoption of new practices across country organizations and address resistance.
• Collaborate with People & Culture on organizational transformation.
• Define and execute strategies for customer contact deflection and automation.
• Select and negotiate the Group CX platform and ensure integration with Group IT.
• Design the target operating model for customer contact, balancing shared services with local needs.
• Establish standard operating procedures and KPIs for customer service across markets.
• Engage directly with operations to diagnose issues and improve performance.
• Manage vendor relationships and contracts effectively.

Skills

• Change leadership and digital fluency.
• Strong business acumen and data-driven decision-making.
• Ability to communicate effectively and lead teams.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Experience with customer experience, contact center, or service automation platforms.