Global Head of Reporting and Referrals Client Experience

Copenhagen, Denmark

As Global Journey Owner you will be part of the Group Commercial organization, heading the global matrix organisation around the domains Referrals, Social Sharing and Reporting.

Saxo has organised its business in 10 client journeys, based on the lifecycle of a client. Each journey represents a matrix organisation, with participants from all parts of the business, to ensure end-to-end knowhow and capacity, within the journey focus domains. The intention all work and initiatives in Saxo starts and ends with our clients in focus.

As our new “Global Journey Owner - Reporting and Referrals”  you will take full ownership of Saxo Bank’s commercial referral program, social sharing client offering and reporting client experience. You will be driving significant business impact through developing, managing and promoting Saxo’s referral and social sharing offering on our proprietary platforms, as well as defining and prioritising the commercial roadmap for the reporting suites offered to both B2C, B2B and B2B2C.

Your primary focus is to grow and improve the client acquisition through the client engagement functions of the Saxo Referral Program and the Platform Content (social) Sharing offering, while defining the best in class client journey for user performance reporting, and using the latter to leverage and promote the client engagement acquisition. You will drive the commercial initiatives and user experience in a selection of key platform modules and will work closely with the Head of Reporting on ensuring the delivery of the roadmap for these.

From our HQ in Hellerup, Copenhagen, you will lead a team of experts, including a delivery lead, product manager, two business analysts and a client experience lead. In addition, you will drive a commercial matrix organisation of around 130 people, setting the commercial priorities for the domain and for the IT teams managing the development of the client experience in your domain.

This is a high-visibility, high-impact leadership role that requires strategic vision, exceptional stakeholder management skills, strong execution capabilities and a data-driven approach to optimize the customer journey and achieve measurable results. You will be presenting on an executive level, as well as on global channels.

Key Responsibilities:

Client Experience Journey, communication and leadership:
 

• Define and execute a clear strategy to maximize client acquisition through referral campaigns and use of social sharing technology.
• Ensure that commercial initiatives around referrals and social sharing, as well as the reporting client experience reflects the business strategy and corporate brand guidelines
• Continuously deliver on global campaigns and changes and coordinate and facilitate local initiatives.
• Ensure coordination and communication on changes impacting clients, i.e. global product roll-outs, direct client communication and regulatory outreaches.
• Use data-driven insights to continuously refine and optimize user experiences and engagement.
• Lead a diverse team of senior professionals, prioritize work and nurture a true collaborative spirit and high-performing culture.
• Drive, motivate and ensure matrix-organisational team spirit.
   

Performance Reporting:
 

• Own and drive KPIs for referral and social sharing client acquisition and overall customer journey success.
• Together with both referral and reporting specialists, you will develop and share clear reporting frameworks to track progress and impact.
   

Stakeholder Management:
 

• Align priorities with cross-functional teams, including marketing, sales, and product teams, to ensure consistent messaging and branding.
• Act as the primary point of contact for senior leadership on all matters related to the client journey.
   

What We’re Looking For:
 

• Experience: 5+ years in commercial leadership role with focus on client experience and/or referral strategy.
• Skills: Knowledge of retail investment client needs and communication. Proven leadership skills with experience managing multidisciplinary teams. Outstanding communication and stakeholder management skills. Expertise client referral strategies and knowledge of asset performance reporting and social sharing technology.
• Mindset: Customer-centric and results-oriented. Innovative thinker with a passion for testing and learning. Ability to navigate and influence within a matrixed organizational structure.

We get curious people invested in the world
 

When you work at Saxo, you become a Saxonian and part of a purpose-driven organisation, where good ideas are always taken seriously, and where yo