Senior Director, Customer Experience & Product

Atnorth As; Ballerup; Presencial; DKK 900 000 - 1 300 000; Tempo integral

Resumo da oferta

atNorth is seeking a Senior Manager of Customer Experience & Product to lead the Customer Experience & Product function within Customer Operations. You will shape the customer experience strategy, drive journey excellence and oversee product, service catalogue and customer-facing platform priorities across an international organization.

You will own frameworks and roadmaps, aligning insights with business objectives and operational needs, while leading a team of Product and CX managers to

Qualificações

• 8–10+ years of experience in customer experience, customer success, product or service management, service delivery or related fields.
• Experience in data center, IT infrastructure, B2B technology or similar complex services.
• Proven leadership experience and ability to develop high-performing teams.
• Strong understanding of customer experience strategy, journeys and service design.
• Experience with product and service portfolio management and/or service catalogue governance.
• Ability to translate customer, commercial and operational insight into clear priorities and measurable outcomes.
• Experience managing customer-facing digital platforms, requirements or self-service capabilities.
• Strong cross-functional leadership and stakeholder management skills with influence without direct authority.
• Excellent communication, facilitation and executive-level reporting skills.
• Bachelor’s or Master’s degree in related field or equivalent experience.
• Fluency in English; Danish proficiency preferred.

Responsabilidades

• Define and lead the Customer Experience & Product strategy, operating framework, standards and governance routines.
• Translate business objectives, customer insight and operational needs into priorities, OKRs and roadmaps.
• Own the end-to-end customer journey framework and standards for customer interactions throughout the lifecycle.
• Govern customer feedback and satisfaction insights to drive tangible improvements.
• Set standards for customer onboarding, communication, enablement, knowledge and self-service experiences.
• Oversee governance of the service catalogue, customer-facing service definitions and product lifecycle input.
• Define and prioritize customer-facing requirements for portal, CRM, Jira and other digital capabilities.
• Ensure customer needs and priorities are reflected in product, service and platform roadmaps.
• Lead and develop the Product Manager and Customer Experience Manager, setting direction and performance goals.
• Represent customer priorities in management, governance and roadmap forums.
• Drive cross-functional alignment across Product, IT, Sales, Client Management, Implementation, Operations, Service Delivery and Performance & Governance.
• Monitor progress against OKRs, roadmaps and budgets, identifying risks and driving timely decisions.

Conhecimentos

Customer experience

Product management

Service design

Leadership

Stakeholder management

Executive reporting

English proficiency

Formação académica

Bachelor's or Master's in Business/PM/IT/Engineering

Descrição da oferta de emprego

atNorth is seeking a Senior Manager of Customer Experience & Product to lead the Customer Experience & Product function within Customer Operations. You will shape the customer experience strategy, drive journey excellence and oversee product, service catalogue and customer-facing platform priorities across an international organization.

You will own frameworks and roadmaps, aligning insights with business objectives and operational needs, while leading a team of Product and CX managers to