Senior Manager, Customer Experience & Product Strategy

atNorth Holding AB; Ballerup; On-site; DKK 1,000,000 - 1,500,000; Full time

Job summary

atNorth is seeking a Senior Manager of Customer Experience & Product to lead CX and Product 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, fast-growing digital infrastructure organization.

You will own the frameworks and priorities that ensure a scalable, consistent customer experience, translate insights into clear priorities and work

Qualifications

• 8–10+ years of experience in CX, product, or service management.
• Experience in data center, IT infrastructure or complex B2B environments.
• Proven leadership and ability to empower high-performing teams.
• Strong understanding of customer journeys, service design and CX strategy.
• Experience with portfolio management and service catalogue governance.
• Ability to translate insights into clear priorities and measurable outcomes.
• Experience managing customer-facing digital platforms and self-service capabilities.
• Excellent communication and executive-level reporting skills.
• Fluency in English; Danish is a plus.

Responsibilities

• Define and lead the CX & Product strategy, operating framework and governance.
• Translate objectives and insights into priorities, OKRs and roadmaps.
• Own the end-to-end customer journey framework and onboarding standards.
• Govern customer feedback to drive tangible improvements.
• Oversee portal, CRM and self-service capabilities requirements.
• Shape roadmaps for product, service and platform improvements.
• Lead and develop the Product Manager and CX Manager teams.
• Align cross-functional stakeholders to strategic priorities.
• Monitor progress against OKRs and roadmaps, identifying risks.

Skills

Customer experience

Product management

Leadership

Strategic planning

Stakeholder management

Education

Bachelor’s or Master’s degree in Business, Product Management, IT or related field

Job description

atNorth is seeking a Senior Manager of Customer Experience & Product to lead CX and Product 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, fast-growing digital infrastructure organization.

You will own the frameworks and priorities that ensure a scalable, consistent customer experience, translate insights into clear priorities and work