Director of Customer Experience

Heimstaden; København; On-site; DKK 1,000,000 - 1,800,000; Full time

Job summary

Heimstaden seeks a Director of Customer Experience to transform how we manage customer contact across nine European markets, starting from our Copenhagen base. You will lead the end-to-end change programme, drive adoption, and shape the future of cost-efficient, digital customer service.

The role emphasizes hands-on delivery of digitisation, automation, and platform selection, with accountability for operating models, KPIs, and vendor management in a multi-country setting.

Qualifications

• At least seven years in customer service or contact centre ops at scale, including five years in a leadership role.
• Proven experience leading operational change through adoption, with ability to navigate resistance and embed new ways of working.
• A track record you can back with figures for cost per contact, deflection, or first contact resolution improvements.
• Hands-on experience delivering digitisation and automation in a live service operation and implementing a CX/automation platform.
• Strong analytical and business skills, able to challenge assumptions from data and drive measurable outcomes.
• Experience owning and managing a P&L or functional budget.
• Exceptional written and verbal English.

Responsibilities

• Lead the transformation of the customer contact operation across nine country organisations.
• Own the change programme end-to-end—from diagnosis to market-by-market adoption.
• Drive adoption across markets by building the case for change and embedding new ways of working.
• Lead the organisational transformation with People & Culture, including changes to roles and structures.
• Define and execute the approach to deflection and automation, identifying where AI or automation handles contact.
• Lead the selection of the Group CX platform, including negotiations and IT integrations.
• Build effective self-service and assess AI/automation solutions based on measurable results at scale across languages.
• Design the target operating model for customer contact and establish common KPIs, processes, and cost efficiencies.
• Spend time in the operation in the first 6–12 months to diagnose issues directly and reduce reliance on reports.
• Own vendor relationships and contracts, with clear oversight of cost and scope.

Skills

Leadership

Change management

Operations leadership

Data-driven

English fluency

Tools

CRM systems

Data analytics tools

SQL

Job description

Do you thrive on transforming customer operations, leading change across markets, and delivering measurable results?

Heimstaden Group is a pan-European real estate investor, manager and operator. We manage approximately 155,500 homes across nine countries, representing a property value of around EUR 30 billion.

Our business is supported by close to 2,000 people across Czechia, Denmark, Finland, Germany, the Netherlands, Norway, Poland, Sweden and the United Kingdom.

We are looking for a Director of Customer Experience, based in Copenhagen, to take on a newly formed position with responsibility for transforming how customer contact is managed across our nine country organisations.

Job Description

As Director of Customer Experience, you will lead the transformation of our customer contact operation and help improve the customer journey across nine country organisations, creating a more consistent, digital and cost-effective way of working. This is an operational transformation role where success will be measured by what changes in practice – in service, adoption and cost.

Your responsibilities include:

Change leadership
Change leadership is at the heart of this role.You will:

Own the change programme end to end – from diagnosis and target model to market-by-market sequencing and adoption.

Drive adoption across the country organisations by making the case for change, addressing resistance and ensuring new ways of working become embedded in practice.

Lead the organisational transformation together with People & Culture, including changes to roles and organisation.

Digitisation and automation
Digitisation and automation will be central to reducing cost and unnecessary customer contact. You will:

Define and execute the approach to deflection and automation, identifying where contact can be prevented and where AI, voice bots or other automation can handle customer contact.

Lead the selection of the Group CX platform, including evaluation and commercial negotiations, and work with Group IT on the integrations required.

Build effective self-service and assess AI and automation solutions based on measurable results and their ability to operate at scale across nine languages.

Running the operation
Alongside leading the transformation, you will be responsible for ensuring the customer contact operation performs effectively. You will:

Design the target operating model for customer contact, balancing shared services with genuine local requirements and delivering the cost and organisational efficiencies enabled by automation.

Establish the customer service handbook, standard operating procedures and common KPIs across markets, including contact volume, first contact resolution, cost per contact, deflection and customer satisfaction.

Spend meaningful time in the operation itself during the first 6 to 12 months to diagnose issues directly, rather than relying solely on reporting.

Own vendor relationships and contracts, ensuring clear oversight of cost, scope and competitive testing.

Qualifications

You are an experienced customer service or contact centre leader with a strong track record of personally driving execution in live operations, not just designing target models. You combine change leadership with digital and automation fluency, strong business acumen and a data-driven approach, and you can speak to your results in specific numbers, not narrative.

We are looking for someone who brings:

At least seven years of experience in customer service or contact centre operations at scale, including a minimum of five years in a leadership role.

Proven experience leading operational change through to adoption, with the ability to navigate resistance and make new ways of working stick.

A track record you can back up with specific figures from prior roles, for example cost per contact reduction, deflection rate improvement, or first contact resolution gains, rather than general claims of impact.

Hands-on experience delivering digitisation and automation in a live service operation and implementing a CX, contact centre or service automation platform.

Strong analytical and business skills, with the ability to work from data, challenge assumptions and drive measurable outcomes.

Experience owning and managing a P&L or functional budget.

Exceptional written and verbal communication skills in English.

Experience leading change across multiple countries or building a shared service centre is an advantage, as is proficiency in a Nordic or CEE language.

Additional Information

What we offer

A newly formed, high-impact role with the opportunity to shape the future of Customer Experience across Heimstaden Bostad and lead significant transformation across nine markets.

A collaborative and inclusive working environment that values initiative, innovation and excellence.

A competitive compensation and benefits package.

Workplace

This is an office-based position at our Copenhagen office, conveniently located next to Copenhagen Central Station. In-person collaboration is an important part of how we work, enabling close dialogue, faster decisions and shared ownership.

We conduct background checks as part of our recruitment process.

At Heimstaden, we value diversity and believe that different perspectives create better decisions and a stronger work environment.