AI-Driven Customer Operations Transformation
Transformation of a large-scale customer service organization through digitalization, AI enablement and operating model redesign. Standardization of processes and workflows enabling scalable automation and AI, including implementation of AI-supported customer service and employee support tools with strong focus on organizational adoption and operational anchoring.
› ~30% efficiency improvements, improved customer satisfaction and NPS, and AI capabilities implemented into operational production.
Omnichannel Customer Operations & Digital Service Model
Development of a digital-first customer operations model integrating customer service, advisory and digital interaction channels. Transformation of customer interaction models across voice, chat and digital channels, including centralized servicing model covering approximately 50,000 customers.› More than 1 million annual customer interactions handled annually within an integrated operating model with improved scalability, consistency and customer experience.
AI Adoption & Landing in Operational Environments
Practical implementation of AI initiatives focused on turning technology investments into operational value. Bridging strategy, technology and frontline execution with focus on governance, workflows, competencies and behavioral adoption.
› Improved operational adoption, stronger organizational readiness and scalable AI transformation from pilot initiatives to operational execution.
Career
2026 – | ZILLION Consulting Group
2019 – 2026 | Spar Nord Bank, Executive VP
2016 – 2019 | Kirkeby Consulting, Consultant
2014 – 2016 | Sparekassen Kronjylland, Senior VP
2006 – 2014 | Jyske Bank, VP
2000–2006 | Spar Nord Bank, Executive Assistant
Earlier roles | Nordea, Danica Pension, Danske Bank
2004 – 2010 | University 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
Experience
AI Strategy, Implementation and Adoption: Expert
Digital Strategy: Substantial experience
Digital Transformation:Substantial experience
Digital Customer Experience: Substantial experience
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