Role highlights
Full Time
Permanent
Executive
On-site
The Head of Daily Banking role at Danske Bank requires extensive leadership experience managing large, diverse teams of approximately 490 employees within a customer-centric environment. The position demands a strong strategic mindset to lead transformation initiatives focused on enhancing the customer experience through digital solutions such as chatbots, voicebots, and AI integration. Key competencies include operational oversight of high-volume contact centers handling over 3 million inquiries annually, driving proactive customer acquisition and retention strategies, and fostering a digital-first service model. The role involves close collaboration with development teams and multiple stakeholders to implement innovative, technology-driven solutions that improve service efficiency and elevate customer satisfaction. Exceptional communication and representational skills are essential for engaging with customers, colleagues, and external partners while contributing to the bank's senior leadership team and strategic direction. Leadership qualities must include the ability to motivate and empower managers and staff, promote cross-functional collaboration, and lead operational transformations that align with business objectives. The ideal candidate will have a proven track record of executing strategic roadmaps, driving change, and delivering high-quality results in a complex, evolving banking environment focused on personalization and digital innovation.
About the role
Role Summary
- Lead the transformation of customer experience at Danske Bank through advanced digital solutions and a personalized approach
- Empower customers to engage with the bank on their own terms via chatbots, voicebots, and human-led guidance
- Oversee a large-scale contact centre handling over 3 million inbound inquiries annually
- Join the Personal Banking DK Senior Leadership Team and contribute to strategic direction
Responsibilities
- Lead and motivate a team of approximately 490 employees
- Oversee daily operations to ensure exceptional service for customers and employees
- Represent Danske Bank in interactions with customers, colleagues, and society
- Drive proactive outbound activities to improve customer acquisition, retention, and satisfaction
- Create first-time solutions for customer requests and elevate service experience
- Integrate AI and digital tools to support operational efficiency
- Collaborate with development teams and stakeholders to implement a digital-first model
- Empower managers and teams to deliver high-quality results
- Foster collaboration across the bank and enable effective task shifting
- Motivate teams and drive operational transformations
Requirements
- Extensive experience in leading large and diverse teams
- Demonstrated ability to drive transformation and execute on strategic roadmaps
- Strong business mindset and representational skills
- Strategic focus and ability to collaborate across internal and external stakeholders
- Leadership qualities that motivate teams and inspire change
Benefits
- Opportunity to shape the bank's personal customer offering and business strategies
- Collaborate with development organisations and stakeholder units
- Join an innovative organization focused on customer-centric growth, collaboration, and ongoing learning
How to Apply
- For more information, contact Mark Maigaard Wraa-Hansen, Head of Personal Banking DK at [email protected]
- Interviews are conducted on a rolling basis—apply soon to join Danske Bank in shaping the future of banking
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