We are looking for a skilled and motivated technical specialist to support the smooth operation of our Customer Service. This is an opportunity for you to develop and maintain critical systems and tasks that support excellent customer experience. This is also an opportunity for you to join highly skilled professionals who are working in a fast paced environment.
About our team
Meet Traffic and Operational Excellence team in customer service. We are responsible for the end-to-end daily operations of the contact center, including workforce management, technical platforms, data and reporting, as well as the day-to-day Traffic Tower operations.
Our team plays a crucial role in maintaining and developing the technical infrastructure of Nordea's customer service. We work closely with various stakeholders to ensure high-quality and uninterrupted service.
In 2027 we will migrate to a new platform, Genesys Cloud, and our team are responsible for securing a smooth transition.
What you’ll be doing
You will work from our office in Taastrup (Hermes Hus). Main responsibilities in this role: Maintaining and developing the functionality of Genesys technology and ensuring customer access to services. Participation in various projects and ensuring quality and successful implementation. Mapping and proactively communicating the impact of operational and technical changes to advisors.
Who you are We are primarily seeking a colleague with experience within our line of work and who are looking for new challenges. It is important that you are able to prove your ability to learn quickly and perform well under pressure.
Your background and skills include: Experience with customer service technical systems – Genesys (Cloud) experience is considered a plus. Experience with Power BI. Great general IT skills, incl. understanding of customer service’s platform’s impact on customer experience and customer service operations.
Fluent in Danish and with English skills (professional level). Demonstrated work experience or relevant educational background.
This is the right role for you if you: Have ability to make the complex easy to understand (great communication skills). Self-going team player, able to execute and perform both individually and together with team and stakeholders. Enjoy participating in relevant forums and projects, and can take responsibility for driving a project forward. Have the will and capability to work in an changing environment.
- Considered as a plus: Previous work experience in the financial sector or customer service environment. An interest in the Traffic Tower role and end-to-end workforce management processes, including capacity planning, forecasting, and operational optimization.
What we offer
People come here when they want to get somewhere. For some, it’s to take their career to the next level. For others, it’s to break new ground within their area of expertise – in other words, with us, you will always move forward.
A culture that fosters performance and growth in one of the largest Nordic banks, offering various opportunities to evolve, develop and learn from brilliant colleagues with diverse backgrounds in a vibrant working environment.
Hybrid working model – we believe in the value of bringing people together and at the same time we embrace the freedom of flexibility.
If you recognize yourself in this description, get in touch! Next steps Submit your application no later than 10/11/2026. For more information, you’re welcome to contact Sara Haarup Wind, Head of Traffic & Operational Excellence, sara.haarup.wind@nordea.dk, +45 41 18 10 23.