Head of Customer Experience Management

København, Denmark
17. maj 2019
20. maj 2019
Head of Customer Experience Management

Personal Banking (PeB) serves Nordea's household customers and includes advisory and service staff, channels and product units under a common strategy, operating model and governance across markets.

The Position We Offer:

In order to improve and enhance Nordea's customers' experience, PeB is looking to bring onboard a Head of Customer Experience Management with the remit to simplify how we operate and create an improved customer experience making life easier for our customers.

The successful candidate will be responsible for supporting the local and Nordic agile hubs and the PeB top-management with their needs for communication towards leaders and employees in order to develop a customer centric culture in PeB and in Nordea at large. In collaboration with PeB and Group communication he/she will deliver internal strategic and operational communication to keep employees informed about Personal Banking's overall ambition, targets, priorities and major achievements on our journey aimed at delivering the best customer experience.

Bringing the voice of the customer to life, the Head of Customer Experience Management will champion a common understanding of what being customer-centric really means. He/she will bring customers and their needs to life in rich detail and working closely with the senior leadership team they will identify and remove friction points and channel failures from all aspects of the customer experience.

Responsibilities include three main focus areas:

  • Facilitate and drive customer centricity for and together with executives in PeB and with group functions involved with customer experience. Champion a true customer-centric culture.
  • Capture, analyse and prioritise customer pain points for customers - and implement solutions on the headings #WeCare and #WeFix in collaboration with Agile Hubs, Back-office units etc.
  • In collaboration with Group Data Management Office report results and trends on customer satisfaction and customer complaints to Executive bodies and authorities.

Additional responsibilities:
  • Leading a small team of highly experiences customer-experience managers supporting the four banking organisations on local task related to the three main focus areas as mentioned above.
  • Drive a quarterly rhythm to prioritise the three most impactful fix'es of customer pain points in each market - and to identify and harvest low hanging fruits on pain points to maximise impact on customer experience.
  • Deliver customer insights (including from customer complaints handling, insights from SoMe, open comment on own and external platforms etc) as part of the basis for the prioritisation.
  • Give the customer a voice in PeB and other parts of Nordea that impact our customer experience
  • Follow and capture global trends on customer experience - in the banking industry and beyond, to ensure Nordea is ahead of the curve on new trends and opportunities.
  • Work closely with local compliance and legal to understand regulatory framework to stay ahead of the curve.
  • Manage stakeholders across the bank and influence all to deliver impact on our customers experience
  • Deliver the right tools and training to our frontline teams facilitating the delivery of excellent customer experiences.

The Qualifications you need

The successful candidate will have in depth experience of working in a customer experience management role, preferable within the financial international industry. He/she will be a natural leader, a strategic thinker and a strong problem-solver and have excellent stakeholder management skills.

Nordea's four key values are: Collaboration - Ownership - Passion - Courage and we expect all our people to embody these values.

You will also need:

  • 10 years customer experience management, preferable in the retail banking industry
  • Strong leadership skills with an ability to manage and motivate large teams
  • Strong communication skills - in writing and "on stage"
  • A passion for delivering excellence in all aspects of the customer experience
  • Very strong business planning and strategic skills
  • High level of energy, with strong collaboration and persuasion skills
  • Comfortable operating in a large, multicultural and "matrixed" organization that is geographically dispersed
  • Excellent English both written and spoken
  • A relevant degree

More information

Please submit your application no later than 30th May 2019.

For more information about the position, please contact Loredana Albenzio, Loredana.albenzio@nordea.com

We believe that diversity improves team performance. Therefore, we strive to form teams with a mix of people of different genders and ages, and with different backgrounds and experiences.

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