Nordic Lead, Customer Experience & Business Transformation

Nordea; Helsinki; On-site; EUR 90,000 - 120,000; Full time

Job summary

Nordea is seeking a Nordic Lead Business Developer to shape the future of customer service across the Nordic countries within Personal Banking. The role requires driving strategic initiatives from design to implementation in close collaboration with senior leaders across the Nordic region.

You will develop a common operating model for Nordic customer service, harmonize processes, and govern implementation readiness.

Qualifications

• Significant experience in senior business development and transformation.
• Experience leading cross-country transformation initiatives.
• Strong governance and performance-management understanding.
• Ability to structure complex topics into clear decisions.
• Proven ability to influence senior stakeholders without formal authority.
• Experience from customer service or financial services.

Responsibilities

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

Skills

Senior business dev

Operating model design

Business transformation

Cross-country transformation

Governance & value creation

Stakeholder influence

Structured problem solving

Job description

Nordea is seeking a Nordic Lead Business Developer to shape the future of customer service across the Nordic countries within Personal Banking. The role requires driving strategic initiatives from design to implementation in close collaboration with senior leaders across the Nordic region.

You will develop a common operating model for Nordic customer service, harmonize processes, and govern implementation readiness.