Nordic AI Knowledge & Guidance Lead

Nordea Group; Helsinki; Remote; EUR 110,000 - 170,000; Full time

Job summary

Nordea Group seeks an experienced lead to establish and manage how trusted business knowledge is structured, governed and used across the Nordics. You will connect business and technology teams to keep guidance accurate, reusable and continuously improved.

In this role you will own the business lifecycle for AI-adapted knowledge and guidance, prioritise knowledge needs based on value, coordinate content development and governance, ensure traceability, and use performance insights to drive

Qualifications

• At least 5 years in customer service, knowledge management or process development.
• Experience structuring and governing operational knowledge for consistent guidance.
• Strong understanding of generative AI and governance in service contexts.
• Experience with content lifecycle management and quality assurance.
• Collaborates with Risk and Compliance in regulated environments.
• Leads cross-functional work without formal authority.

Responsibilities

• Own the business lifecycle for AI-adapted knowledge and guidance.
• Prioritise knowledge needs based on customer, operational and business value.
• Coordinate content development, quality assurance and controlled publishing.
• Ensure traceability, clear ownership and governance.
• Use performance insights to drive continuous improvement.

Skills

Leadership

Knowledge management

Content governance

Generative AI understanding

Cross-functional collaboration

Risk & Compliance collaboration

Stakeholder management

Job description

Nordea Group seeks an experienced lead to establish and manage how trusted business knowledge is structured, governed and used across the Nordics. You will connect business and technology teams to keep guidance accurate, reusable and continuously improved.

In this role you will own the business lifecycle for AI-adapted knowledge and guidance, prioritise knowledge needs based on value, coordinate content development and governance, ensure traceability, and use performance insights to drive