Head of Insights & Engagement

at  Danske Bank

Danske Bank is committed to not only meeting the banking needs of our clients but also exceeding them through innovative digital solutions and exceptional customer service. We are dedicated to shaping the future of banking by integrating technology with customer-centric strategies, ensuring a seamless experience for our personal customers. Do you want to help us realizing this ambition? If yes, you might be our next Head of Insights and Engagement.
As the Head of Insights and Engagement, you will play a pivotal role in orchestrating the design, delivery, and integration of our ambitious Personal Customer Forward ’28 strategy. This role is essential in leading commercial excellence, forming strategic partnerships, and enhancing digital engagement initiatives to improve customer onboarding and engagement.

EXPERIENCED LEADER ABLE TO CREATE FOLLOWERSHIP AND BRING HIGH AMBITIONS TO LIFE

For you, it is natural to take ownership on strategic objectives and set a clear direction - in close collaboration with the leadership team and various stakeholders to enable the team to deliver. Internal stakeholders include heads of business units in Denmark, Sweden and Finland, as well as heads of Private Banking, Marketing, Communication and Sustainability.
Your team consists of app. 200 employees, and you would have 8-9 direct reports.
We expect you to have experience with driving transformation in a customer-facing unit, being a strong communicator as well as excellent executor known for your drive, people skills and ability to create followership.
The role requires advanced proficiency in English as you will engage with various stakeholders on all levels across the Nordic countries.
Some travel activity should be expected and will likely average 10-20 travel days per year.

KEY QUALIFICATIONS

• Proven experience in leadership roles within digital transformation or customer engagement
• Ability to drive sustainability initiatives and data-driven business strategies
• Experience in managing large teams and complex projects
  We offer you a challenging and exciting career in an ambitious working environment characterized by high pace and drive. Danske Bank has an open and informal culture founded on professionalism at all levels. The right person will have ample opportunity for personal and professional development and for building a large network of highly qualified colleagues and influential stakeholders.
  Join us in redefining the banking experience and driving innovation for a brighter, more connected future. We are excited to see how your expertise can help us achieve our goals in the Personal Customer Forward ’28 strategy

As the Head of Insights and Engagement, you will be responsible for undertaking several key tasks. You will lead the integration of the Commercial Excellence framework across various facets of the business. This includes driving the digital transformation and ensuring a harmonized engagement model across all personal customer segments.

Main responsibilities will include:

• Data-driven 1:1 engagement with customers
• Develop and maintain mobile and web content
• Identification, management and evolution of partnerships
• Customer Experience framework/guidance and Customer insights, including customer satisfaction and other feedback-mechanisms
• Develop and evolve our sustainability position and proposition for personal customers
• Digital and data solutions to enable coordinated and proactive customer engagement

Furthermore, you would be spearheading the development of strategic partnerships and digital tools to push forward our digital engagement model and our ‘beyond banking’ strategy. The ambition is to foster a customer-centric approach to design of solutions and in all customer interactions.