Head of Human-Centered Design Center of Excellence
About this role
Are you looking for a key leadership role that offers the opportunity to shape and deliver on Danske Bank's customer experience and design ambitions? Your leadership can help ensure we deliver strong customer-centric solutions while driving business growth.
The Human-Centered CoE is a newly established organization responsible for defining and designing Danske Bank's digital experience and related digital solutions for personal customers. We aim to be customer-centric, needs and vision-based, data-driven, and commercially oriented.
As the Head of Human-Centered Design CoE, you will be responsible for Danske Bank's personal customer experience vision and direction for digital user experience, the operating model for design development, and leadership of an organization of approximately 37 skilled UX, UI, and digital designers. This role blends deep customer experience and insights expertise with strong leadership to ensure the integration of customer-centric principles across all digital touchpoints and solutions, delivering measurable customer satisfaction and business outcomes.
About the role:Lead the maturation of our digital customer experience vision and safeguard its execution by leveraging customer understanding, insights, digital experience principles, and agile development.
Translate the digital experience vision, insights, and analyses into practical initiatives, standards, and practices aligned with strategic priorities. Provide design and experience guidance across Tribes, Commercial teams, and other functions in the Nordics to deliver best-in-class experience quality.
Drive structured innovation and continuous improvement in digital customer satisfaction through data-driven insights, ongoing research, benchmarking, and embedded customer feedback loops.
Build a feedback-rich culture by promoting continuous learning, experimentation, and skill development, while adopting modern AI-based tools to improve design processes, practices, and business outcomes.