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 transformation through digitalisation, AI enablement and operating model redesign, standardising processes for scalable automation and implementing AI-supported customer and employee support tools with strong focus on adoption. Approx. 30% efficiency improvement, higher customer satisfaction and NPS, and AI capabilities in production
• Large customer service organisation: Developed a digital-first customer operations model integrating service, advisory and digital channels across voice, chat and digital, incl. a centralised servicing model
• Large customer service organisation: Integrated omnichannel operating model handling a high volume of annual customer interactions. Improved scalability, consistency and customer experience
• Large service organisation: AI adoption in operational environments, bridging strategy, technology and frontline execution through governance, workflows, competencies and behavioural adoption. Stronger organisational readiness and scaling of AI from pilots to operations

Career

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

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