Head of Daily Banking

Are you ready to shape the future of banking? Join Danske Bank in transforming customer experience with advanced digital solutions and a proactive, personalized approach. As the future Head of Daily Banking, you will significantly contribute to our goal of empowering customers to engage with the bank at their own terms, by delivering seamless support through chatbots, voicebots, and human-led guidance, making everyday banking accessible, easy and convenient.

In Daily Banking we handle a wide range of inquiries related to cards, accounts, payments, and fraud, as well as provide instant advice on loans and credits. When more complex needs arise, we help connect customers to expert advisors. We handle more than 3 million inbound inquiries each year, including messages, chats and calls, as well as perform outbound proactive reach outs to unleash potential, and book meetings.

You will be taking the reins of a large-scale contact centre, where you will be empowered to lead and motivate a team of approximately 490 dedicated employees. Daily Banking is an important part of the Personal Banking DK organisation and you will be joining the Personal Banking DK Senior Leadership Team where your insights and leadership will play an important role in driving our future success.

Collaborate with a dedicated team and drive change

As the leader of Daily Banking, you will oversee the daily operations, ensuring exceptional service to both customers and employees. You will represent Danske Bank as a key figure in interactions with customers, colleagues, and the society. Working closely with cross-functional teams, you will drive proactive outbound activities to improve customer acquisition, retention, and satisfaction. Your role will be essential in creating first-time solutions for customer requests and elevating the overall service experience.

Accelerate digital transformation

GenAI is an essential part of the future in Danske Bank and you will drive the continuous integration of AI and digital tools supporting operational efficiency. To enjoy this role, you thrive on driving digital adoption and developing customer journeys. You will work collaboratively with development teams and stakeholders to implement a digital-first model, ensuring seamless customer engagement across all channels. Your ability to represent assisted layers in development activities will be crucial to delivering innovative solutions.

Inspire and lead

As a leader, you will empower managers and teams to deliver high-quality results. One of your strong skills is fostering collaboration across the bank, enabling employees to shift standardised tasks effectively. You are at your best when motivating teams and driving operational transformations while embodying our culture commitments: team up, own it, and be open. To be a success, you will bring strategic focus, strong communication skills, and a commitment to creating followers on the transformation agenda.

Key qualifications

We hope you bring:

• 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

Make an impact

Your contribution will be essential for delivering on Personal Customers targets and execution roadmaps. You will directly shape the bank's personal customer offering and secure the implementation of business strategies focused on digital self-service and daily banking. In this role, you will collaborate with development organisations, Advisory Support & Implementations, and stakeholder units to ensure alignment with key objectives.

This is truly an opportunity to join an innovative organization focused on redefining banking through customer-centric growth, collaboration, and ongoing learning. Apply now and help us set new standards in customer engagement and satisfaction

Whom to contact

If you want to know more, feel free to reach out to Mark Maigaard Wraa-Hansen, Head of Personal Banking DK at mark.wraa.hansen@danskebank.dk. We are conducting interviews on a rolling basis, so apply soon to join us in shaping the future of Danske Bank.