Head of Customer Experience Transformation

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

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.