Senior Manager of Customer Experience & Product to atNorth, Copenhagen

Are you a senior leader passionate about creating exceptional customer experiences and translating customer needs into meaningful product and service improvements? Do you have the strategic mindset and leadership skills to connect customer insight, commercial priorities and operational realities?

atNorth is looking for a Senior Manager of Customer Experience & Product to lead the Customer Experience & Product function within Customer Operations. In this role, you will shape the customer experience strategy, drive customer journey excellence and oversee product, service catalogue and customer-facing platform priorities across an international and fast-growing digital infrastructure organization.

The Role

As Senior Manager of Customer Experience & Product, you will own the frameworks, standards and priorities that ensure a clear, scalable and consistent customer experience across atNorth. You will translate customer insight, business objectives and operational needs into clear priorities, OKRs and roadmaps.

The role combines customer experience strategy, product and service management, digital platform development and leadership. You will work closely with Product, IT, Sales, Client Management, Implementation, Operations, Service Delivery and Performance & Governance to ensure that customer needs are reflected in how atNorth develops its services, processes and digital capabilities.

Key responsibilities include:

• Define and lead the Customer Experience & Product strategy, operating framework, standards and governance routines.
• Translate business objectives, customer insight and operational needs into priorities, OKRs and roadmaps.
• Own the end-to-end customer journey framework and standards for customer interactions throughout the customer lifecycle.
• Govern customer feedback and satisfaction insights, ensuring that customer insight is translated into tangible improvements.
• Set standards for customer onboarding, communication, enablement, knowledge and self-service experiences.
• Own Customer Operations governance of the service catalogue, customer-facing service definitions and product/service lifecycle input.
• Define and prioritize customer-facing requirements for the portal, CRM, Jira and other digital and self-service capabilities.
• Ensure customer needs, commercial priorities and operational realities are reflected in product, service and platform roadmaps.
• Lead and develop the Product Manager and Customer Experience Manager, setting direction, priorities, performance expectations and development goals
• Represent customer experience and product priorities in management, governance and roadmap forums.
• Drive cross-functional priorities by aligning stakeholders across Product, IT, Sales, Client Management, Implementation, Operations, Service Delivery and Performance & Governance.
• Monitor progress against Customer Experience & Product OKRs, strategic priorities and improvement roadmaps, identifying risks and driving timely decisions.

You will also have the authority to set functional priorities, allocate work across Product Management and Customer Experience, and prioritize customer-facing product, service, process and platform improvements within agreed strategy, budget and governance boundaries.

atNorth is an international and fast-growing company where collaboration, ownership and continuous improvement are central to the culture. In this role, you will have broad cross-functional exposure and the opportunity to shape how customers experience atNorth – from onboarding and communication to services, products and digital platforms.

Is this you?

We are looking for an experienced and commercially minded leader who combines a strong customer focus with strategic thinking, product understanding and the ability to turn insight into action. You are comfortable navigating complex organizations and bringing different stakeholders together around a common customer and business agenda.

You have:

• 8–10+ years of experience within customer experience, customer success, product or service management, service delivery or related fields.
• Experience from data center, IT infrastructure, B2B technology or another complex service environment.
• Proven leadership experience and the ability to develop and empower high-performing teams.
• Strong understanding of customer experience strategy, customer journeys and service design.
• Experience with product and service portfolio management and/or service catalogue governance.
• The ability to translate customer, commercial and operational insight into clear priorities and measurable outcomes.
• Experience managing customer-facing digital platforms, requirements or self-service capabilities.
• Strong cross-functional leadership and stakeholder management skills, with the ability to influence without direct authority.
• Excellent communication, facilitation and executive-level reporting skills.
• A Bachelor’s or Master’s degree in Business, Product Management, Service Management, IT, Engineering or a related field, or equivalent relevant experience.
• Fluency in English; proficiency in Danish is preferred.

As a person, you are strategic, customer-focused and decisive, with a strong ability to create clarity in complex environments. You are a natural collaborator who can build relationships across functions while confidently challenging existing ways of working when needed. You combine commercial awareness with an analytical and pragmatic approach and are motivated by creating measurable improvements in both customer experience and business performance.

Experience or certification in ITIL, product management, service design or customer experience is considered an advantage.

Do you want to know more?

In this process atNorth is working with Level Recruitment. To apply, please click the apply button. If you have further questions don´t hesitate to contact senior recruitment consultant Christian Smith at +46 8 120 50 400. 

We will interview ongoingly so please register your application as soon as possible.