Director of Customer Experience

Heimstaden; Københavns Kommune; On-site; DKK 1,100,000 - 1,700,000; Full time

Benefits offered by this job

Competitive package

Collaborative culture

Job summary

Heimstaden invites a growth-focused Director of Customer Experience to Copenhagen, leading a nine-market transformation of customer contact. You will drive adoption, shape the operating model, and align KPIs across markets, balancing shared services with local needs.

This role emphasizes hands-on change management, measurable outcomes, and a robust push towards digital self-service and automation, across a Nordic/CEE-language capable organisation.

Qualifications

• Proven leadership in customer service or contact centre operations.
• Experience delivering digitisation and automation in a live service operation.

Responsibilities

• Own the change programme end to end – from diagnosis and target model to market-by-market sequencing and adoption.
• Define and execute the approach to deflection and automation, identifying where contact can be prevented and where AI or other automation can handle customer contact.
• Design the target operating model for customer contact and establish common KPIs across markets.

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.

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

• 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 organizational transformation together with People & Culture, including changes to roles and organisation.

Digitisation and automation

• 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

• 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.

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.