Head of Customer Communication, Nordea Denmark

Job ID: 30384

Would you like to play a key role in delivering exceptional customer experiences through our many touch points at Nordea? We are looking for an experienced and passioned Head of Customer Communication to lead a team delivering  strong internal and external communication across our business areas. This role offers the opportunity to directly influence how we connect with our customers and how to position  Nordea as personal, expert and responsible.

About our team

As the Head of Customer Communication, you will be leading a team of communication specialists supporting our business areas Personal Banking, Business Banking and Private Banking Denmark with strategic communication – both internal and external - centred around our customers.  The team plays an important role in advising, planning and producing communication that makes a difference for our customers and for our employees. 

The Customer Communications team has a broad range of stakeholders and works closely together with Group Brand, Communication and Marketing (GBCM)  in Denmark, who focuses on related areas of communications and marketing (internal, social media, pr, issues management, marketing and branding). The two teams work towards common priorities on positioning the Nordea brand and supporting the strategies in our business areas.

What you'll be doing

As the Head of Customer Communication, you play a key role in developing and supporting your team to reach their aspirations and unleash their full potential, while connecting customer communications to the business and brand.

Other responsibilities:

• Support the business with high quality customer communication that help service customers effectively, ensuring a customer first approach in every interaction
• Support internal communications to business areas including customer facing units to enable them to deliver the best service possible
• Handle incidents to ensure customers and colleagues are well-informed
• Drive and develop the team, including usage of AI tools to make customer experience more coherent across channels
• Ensure stakeholder alignment across all levels and functions at Nordea and collaborate closely with digital sales to ensure aligned customer journeys

In this role you will have two reporting lines: one to the Head of Commercial Hub in Denmark, Kajsa Oest, and one to the Head of Group Brand, Communication and Marketing in Denmark, Sanne Skott Sigtenbjerggaard.

Who you are

Collaboration. Ownership. Passion. Courage. These are the values that guide us in how we work and how we make decisions – and that we imagine you share with us.

This is the right role for you if you are an experienced senior leader with high integrity and have a passion for creating a positive, collaborative working environment. You should be driven, proactive and structured, bringing a positive can-do attitude, finding possible solutions to any challenge.

Your background and skills include:

• Communication education background (journalism or university degree) with minimum 10 years of experience as a communication professional and leadership experience for a minimum of 3 years
• Possess in-depth knowledge of customer communication across various channels
• Proven ability to create internal and external communication strategies with excellent writing skills 
• Strong organizational skills with ability to structure work and prioritize effectively
• Experience in incident management/crisis communication with demonstrated resilience in challenging situations
• Experience with stakeholder management across many different functions at all organisational levels
• Fluent in Danish, both in speaking and in writing

It would be ideal if you also have:

• Experience working in the financial services sector (bank, pension or insurance) or in other private sectors or the public sector, where interaction with large numbers of customers/users is central to the daily operation.
• Insights into behavioural design and understanding of how to communicate to different target groups to achieve the desired outcome
• A track record of leading across various communication disciplines
• Can demonstrated successful execution of customer-focused initiatives

As the Leader you are expected to and have a crucial role in:

• Creating purpose by translating strategy into operational and actionable plans to showcase how we create value for our customers and impact business priorities
• Empowering people by identifying individual development opportunities to support growth and encourage them to share own ideas, concerns and learnings
• Driving performance by recognising individual contributions and collective victories to maintain a healthy balance through measurable goals and clear priorities for each team member
• Developing teams by nurturing a dynamic team culture, that emphasises trust and respect to ensure that everyone understands their unique value and contribution
• Fostering inclusion by creating equal opportunity through curiosity about all aspects of diversity in your team to evaluate habits and perspectives on a continuous basis

If this sounds like you, get in touch!

Next steps

Submit your application no later than 09/09/2025. For more information, you’re welcome to contact either Kajsa Oest, Head of Commercial Hub DK, kajsa.oest@nordea.dk or Sanne Skott Sigtenbjerggaard, Head of GBCM DK, sanne.skott@nordea.dk.