Global ID ExchangeLive seatsGIDX-DK-0222

Interim leadershipOpen Open to a non-residentGIDX-DK-0222

Interim Chief Digital Officer — Utility Customer Services

Denmark·Energy & Utilities·Utilities· Copenhagen·Posted 24 August 2026

Applications close 31 December 2026

Utilities organisation in Denmark

The problem this seat exists to solve

This mandate focuses on digital customer services where billing, account changes, service interruptions and enquiries cross several systems and teams. The CDO must reduce the uncertainty and avoidable effort experienced by customers while improving the operating process behind each interaction.

Delivery responsibilities

Map the causes of failed transactions, repeat enquiries and inconsistent information. Establish joint ownership across customer operations, billing, data and technology. Prioritise changes using actual service volumes, effort and failure patterns rather than the visibility of a new channel.

Data and communication discipline

Ensure customers receive consistent information across digital, assisted and contact-centre routes. Build appropriate exception handling for complex accounts and vulnerable users with relevant service specialists. Coordinate changes to core systems carefully so that improvements at the interface do not create reconciliation or billing problems downstream.

Use billing and service exceptions to identify where the customer journey breaks down. A change-of-account process, for example, may depend on data that is incomplete or inconsistent across teams. The CDO should ensure that unresolved cases remain visible and have an accountable owner rather than disappearing between digital and assisted channels. Measure the effort required to complete the service, including repeat contacts and corrections. This provides a stronger basis for prioritisation than the percentage of customers who begin a transaction online.

Qualified candidates

Candidates should have led digital service transformation in utilities or another high-volume, consequential service environment. They need product leadership, process improvement and supplier-management experience. Evidence should include improved resolution or reduced avoidable demand, not only digital adoption.

The operating model to leave behind

The permanent organisation should have accountable service owners, a prioritised product backlog and measures connecting digital performance to completed customer outcomes. Candidates should discuss a case where automation increased exceptions and how they corrected the design. Availability and conflicts with existing executive or vendor commitments must be addressed for the assignment.

Terms

Where the board sits: Copenhagen, Denmark
Applications close: 31 December 2026
Appointment: Interim executive

Before you apply — this is an executive role

An interim seat needs work authorisation. A board seat in Denmark usually does not.

This is the single most common way a cross-border interim engagement falls apart after it has been agreed. The visa-free position that applies to a non-executive director attending board meetings does not extend to an executive or operating role.

Position in Denmark: A non-executive director attending board meetings requires no permit. Executive roles for non-EU/EEA nationals require a residence and work permit.
On this brief

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GIDX-DK-0222 — Interim Chief Digital Officer — Utility Customer Services

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