Nordic Customer Experience & Transformation Lead

Nordea; København; On-site; DKK 90,000 - 130,000; Full time

Job summary

Nordea in Copenhagen seeks a Nordic Lead Business Developer to shape the future of Personal Banking across the Nordic region. You will drive the design and deployment of a common Nordic customer service operating model, collaborating with senior leaders to balance regional ambitions with local business needs.

The role emphasizes strategic execution, governance, and delivering measurable improvements in customer service capabilities across countries, without direct people management

Qualifications

• Significant experience in senior business development and transformation.
• Experience leading cross-functional and cross-country initiatives.
• Strong governance and performance management understanding.
• Ability to structure complex topics into actionable plans.
• Experience influencing senior stakeholders without formal authority.
• Experience in customer service or financial services.

Responsibilities

• Developing and implementing a common Nordic customer service operating model.
• Harmonizing relevant processes, ways of working and service capabilities across countries.
• Coordinating business dependencies, decision needs and implementation readiness.
• Establishing governance, KPIs and follow-up mechanisms for business outcomes.
• Converting analysis and recommendations into lasting operational change.

Skills

Senior business development

Operating model development

Business transformation

Cross-country collaboration

Governance & performance

Job description

Nordea in Copenhagen seeks a Nordic Lead Business Developer to shape the future of Personal Banking across the Nordic region. You will drive the design and deployment of a common Nordic customer service operating model, collaborating with senior leaders to balance regional ambitions with local business needs.

The role emphasizes strategic execution, governance, and delivering measurable improvements in customer service capabilities across countries, without direct people management