Head of Passenger insights, CX and Strategic Development

Are you passionate about transforming data into seamless customer experiences?

At DFDS, we are looking for a visionary leader to step into a newly defined area designed to unlock customer-centric, insights-driven strategic development.

In this pivotal role, you will be the driving force that unites all teams working to deliver an exceptional passenger proposition across our company, ensuring every journey is seamless, engaging, and built on a deep, actionable understanding of our travellers.

Be part of the movement - and play your part.

About the role

As the Head of Passenger Insights, CX, and Strategic Development, you will take on a crucial leadership position, guiding and inspiring a dedicated team of 7 professionals. Your department will serve as the commercial engine for understanding our passengers, removing silos to create a uniform direction for customer experience that empowers all passenger functions across DFDS.

Acting as the Passenger Strategic Development Lead, you will bridge the gap between rich audience analytics and cross-departmental execution. By owning the end to end customer journey, you will ensure that our strategic roadmap is fully aligned, prioritized, and entirely focused on delivering unparalleled commercial value and passenger satisfaction.

This is a unique opportunity to step into a high-impact role within a passionate and high-performing team. For the right candidate, it offers an exciting career in a dynamic, ambitious, and international environment, where your leadership will shape the next chapter of our journey.

It is a unique opportunity where you’ll gain deep commercial insight, build a broad professional network across DFDS, and have the opportunity to make a tangible impact on our strategic direction.

Key Responsibilities:

• Audience Insights: Define target audiences and deliver trusted, actionable insights to stakeholders across all commercial functions within DFDS.

• Customer Journeys: Develop, engrain and own the end-to-end customer journeys across all passenger audiences, utilizing them as a strategic framework for alignment and decisionmaking

• Strategic Leadership: Act as the Passenger Strategic Development Lead, spearheading strategic initiatives that span across the Passenger function

• Roadmap & Prioritization: Ensure a consistent strategic roadmap and develop robust benefit cases. Manage overarching priorities, with a specific focus on driving our Loyalty approach and seamless passenger experience.

• Lead and Empower: Manage, mentor, and develop a high-performing team of 7 specialists working across insights, customer experience, and strategy.

The position is situated in our Headquarters in Copenhagen and reports to VP, Global Head of Passenger.

About you

We imagine you are a strategic and commercially minded leader with a passion for customer-centricity and a firm beliver in the power of data.

As a compelling communicator, you excel at bringing cross-functional stakeholders together around a shared vision. You thrive in a dynamic corporate environment, leading with empathy and clarity to empower your team to reach their full potential. Your mindset is proactive and strategic; you don't just measure the current passenger experience; you actively envision and enable it’s further development.

Your leadership style is collaborative and empowering. You have proven experience of building and leading high performing teams, fostering cross-functional alignment, and mentored talents to achieve their potential.

Key Requirements

To succeed in this role, you will likely bring:

• Insights to Action: Background in generating audience insights and transforming them into tangible, commercially viable initiatives.

• Strategic Execution: Demonstrated success in leading cross-functional strategic projects, developing roadmaps, and building compelling benefit cases.

• CX & Journey Mapping: Experience designing, owning, and leveraging customer journeys to guide business direction.

• Stakeholder Management: Exceptional ability to build trust, align diverse teams, and drive consensus across a complex, international matrix organization.

• Leadership Experience: Experience with managing and developing teams, directly and indirectly

• Domain Knowledge: Experience within B2C travel is highly advantageous

Working at DFDS
Join the movement and grow with us
At DFDS, we promote a great workplace with a diverse and vibrant community, and a healthy work/life balance, with flexible work arrangements.

You will be a valued member of a diverse organisation and help drive change together.

In this role you can expect:

Strategic Influence and international impact: A unique opportunity to shape the future of Pricing and revenue management collaborating with diverse teams across borders and business units, driving initiatives that span both B2B and B2C markets.

Innovative Culture and professional growth: Join a company that values curiosity, creativity, and continuous improvement—where new ideas are welcomed and empowered. Access to leadership development, cross-functional collaboration, and exposure to executive-level decision-making.

Sustainability Commitment: Be part of a company that’s actively investing in greener transport solutions and responsible business practices.

Are we a match? Then what are you waiting for? Apply Now.

If you think your personality, skills, experience, and ambitions match this role, we’d love to hear from you. Apply as soon as possible and before July 10th
We’re keen to meet potential candidates on an ongoing basis but please note that due to the summer holiday period, there might be a delay in response time, but rest assured that we will get back to you as soon as possible.

We look forward to hearing from you.