Interim Director of Customer Journey Operations

Norway·Business Services & Diversified·Operating model design· Oslo·Posted 9 July 2026

Applications close 19 November 2026

Operating model design organisation in Norway

The problem this seat exists to solve

The director will assume delivery responsibility for improving a customer journey that spans commercial, operational and support teams. The mandate concerns eligibility decisions, handoffs, case ownership, exception handling and information quality. Its purpose is to make reliable service possible even when a case does not follow the simplest path.

Work from cases, not averages

Build a diagnostic view using completed, delayed, abandoned and repeatedly reopened cases. Establish where customers must repeat information, where employees lack access to a decision and where automated steps send work into manual queues. Examine how incentives affect handoffs; a team may meet its own target while making the overall journey slower.

The director will agree an end-to-end service outcome with the executive sponsor and turn it into operational commitments. Introduce ownership for unresolved cases, reduce unnecessary handoffs and establish explicit rules for urgent situations. Changes must be tested with employees who perform the work and reviewed for control, accessibility and data implications. Sensitive customer circumstances need appropriate escalation rather than improvised exceptions.

Delivery authority and collaboration

Lead the cross-functional improvement team, manage the approved implementation budget and resolve operating disputes within the mandate. Technology changes should be prioritised by their effect on the journey, with manual simplification considered before new automation. Policy changes, material customer promises and exceptions to risk appetite remain subject to the appropriate approval.

Develop frontline managers' ability to distinguish individual performance problems from system design defects. Use balanced measures covering resolution quality, elapsed time, repeat demand and avoidable effort. A faster first response should not conceal a longer time to a correct outcome.

Operational leadership evidence

Qualified candidates have led service operations and changed workflows across organisational boundaries. They should explain how customer evidence overturned an accepted internal assumption, and how improvements survived the departure of the project team.

Handover requires stable process ownership, accessible operating guidance and a review routine that detects deterioration. The lasting result should be fewer unresolved cases and a service that works consistently through ordinary operational variation.

Terms

Where the board sits: Oslo, Norway
Applications close: 19 November 2026
Appointment: Interim executive
Compensation: NOK 12,000–19,000 per day (indicative interim day rate)

Before you apply — this is an executive role

An interim seat needs work authorisation. A board seat in Norway 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 Norway: A non-resident non-executive director attending board meetings does not require a residence permit. Executive roles for non-EEA nationals do.
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GIDX-NO-02183 — Interim Director of Customer Journey Operations

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