Kim Kirkeby

Kim Kirkeby

Associate Partner

Aalborg · kirkeby@zcg.dk · +45 30 16 06 07

www.linkedin.com/in/kimkirkeby/?lipi=urn%3Ali%3Apage%3Ad_flagship3_profile_view_base_contact_details%3B88NWegvjTzWa3h1QK8p%2Bjg%3D%3D

Customer operations transformation leader – digital service models and AI adoption that land in day-to-day operations

Expertise

• AI Strategy, Implementation and AdoptionExpert
• Digital StrategySubstantial experience
• Digital TransformationSubstantial experience
• Digital Customer ExperienceSubstantial experience
• Customer Operating Model designExpert
• Customer Service ExcellenceExpert
• Customer Experience developmentExpert
• Leadership assessment & TrainingSubstantial experience
• Strategy ExecutionExpert

Selected projects

• Large customer service organisation: AI-driven customer operations transformation through digitalisation, AI enablement and operating model redesign: standardised processes and workflows enabling scalable automation, with AI-supported customer service and employee support tools anchored in the organisation. Around 30% efficiency improvement, higher customer satisfaction and NPS, and AI capabilities in operational production
• Large customer service organisation: Digital-first customer operations model integrating customer service, advisory and digital channels, transforming interaction models across voice, chat and digital with a centralised servicing model covering around 50,000 customers
• Large customer service organisation: Integrated omnichannel operating model handling a high volume of annual customer interactions. Improved scalability, consistency and customer experience
• Large customer service organisation: AI adoption in operational environments: turning technology investments into operational value by bridging strategy, technology and frontline execution with focus on governance, workflows, competencies and behavioural adoption. Scalable AI transformation from pilots to operational execution

Career

• 2026 –ZILLION Consulting Group
• 2019 – 2026Spar Nord Bank, Executive VP
• 2016 – 2019Kirkeby Consulting, Consultant
• 2014 – 2016Sparekassen Kronjylland, Senior VP
• 2006 – 2014Jyske Bank, VP
• 2004 – 2010University College Nordjylland, External Censor and Lecturer
• 2000 – 2006Spar Nord Bank, Executive Assistant Earlier roles | Nordea, Danica Pension, Danske Bank

Education

• MBA, Aarhus University, AU Executive
• Mini MBA in Artificial Intelligence, Aros Business Academy
• HD (A), CBS
• COPC-certification, Framework for Best Practices in CX Operations

Skills

• LanguagesDanish, English
• SystemsSalesforce, Talkdesk, Puzzel, Calabrio, Cisco CCX,

ZILLION Consulting Group · zcg.dk · contact@zcg.dk