Nordic AI Knowledge & Guidance Lead

Nordea Group; København; Remote; DKK 673,000 - 1,121,000; Full time

Job summary

Nordea Group is seeking a leadership-level professional to establish and govern how AI-adapted knowledge is structured and used across the Nordic customer service landscape. You will bridge business and technology to ensure accurate, reusable guidance and continuous improvement.

You’ll own the knowledge lifecycle, coordinate content development and publishing, and partner with Risk, Compliance, and AI teams across Nordic countries to drive a controlled, Nordic-wide approach.

Qualifications

• 5+ years in customer service, knowledge management, or governance.
• Experience structuring and maintaining operational knowledge.
• Strong understanding of generative AI in customer service.
• Experience in content lifecycle management and QA.
• Experience collaborating with Risk and Compliance in regulated environments.
• Experience leading cross-functional teams without formal authority.
• Ability to work with technical teams; deep engineering skills not required.

Responsibilities

• Own the business lifecycle for AI-adapted knowledge and guidance.
• Prioritize knowledge needs based on customer, value and operations.
• Coordinate content development, QA, and controlled publishing.
• Ensure traceability, clear ownership and governance.
• Use performance insights to drive continuous improvement.
• Collaborate with business, risk and AI teams across Nordics.

Skills

Knowledge management

Content governance

AI governance

Cross-functional collaboration

Regulated environment

Job description

Nordea Group is seeking a leadership-level professional to establish and govern how AI-adapted knowledge is structured and used across the Nordic customer service landscape. You will bridge business and technology to ensure accurate, reusable guidance and continuous improvement.

You’ll own the knowledge lifecycle, coordinate content development and publishing, and partner with Risk, Compliance, and AI teams across Nordic countries to drive a controlled, Nordic-wide approach.