Do you want to turn insight into improvements that colleagues and customers feel every day?

In Norlys Erhverv, we’re bringing together rich, end‑to‑end insight and turning it into real, completed improvements that reduce friction for colleagues and customers. In the near term, the focus is on raising customer experience levels through concrete, visible improvements — while ensuring these efforts also strengthen our broader operational foundation over time. Your job is to make change happen — fast, safely and visibly — so operations stay stable and our customers feel the difference.

The team | Performance & Quality

We support Norlys Erhverv in delivering strong customer experiences, stable operations and sustainable growth. We work closely with business, product, IT and operations to ensure that processes are clear, efficient and ready for both today’s needs and future ambitions. We are a collaborative team united by a shared goal: making everyday work simpler, more effective and more customer‑centric.

Your role | Continuous Improvement Lead

You will strengthen our ability to go from problem identification to solution delivery.

In this role, you will drive improvements that reduce friction, strengthen operational stability and address the most pressing customer experience pain points we face today through insight‑driven, practical solutions. Over time, the role evolves into a broader continuous improvement mandate across processes, systems and ways of working — exactly as described in this role description. Your work will directly shape how Norlys Erhverv delivers predictable, customer‑safe experiences in a complex and evolving environment.

• Driving improvements end‑to‑end — scoping issues, securing ownership, coordinating delivery, verifying impact and closing the loop.
• Running a structured inside / outside loop:
  • Inside: solving operational friction such as unclear workflows, system inefficiencies and process gaps.
  • Outside: acting on current customer pain points identified through customer feedback, satisfaction metrics and service performance data (e.g., NPS and FCR), with a focus on fast, tangible improvements where it matters most for customers.
• Ensuring customer‑safe execution during major transitions (including major system transitions, platform migrations, operating‑model changes and other cross‑functional initiatives).
• Prioritising for delivery — identifying what should be solved locally versus escalated into Q‑planning / PI for broader coordination.
• Reducing manual work by simplifying and standardising workflows and enabling practical automation.
• Maintaining a transparent improvement backlog, ensuring decisions, owners and progress are clear across teams.
• Working closely with operational and commercial teams to ensure improvements stick and deliver ongoing value.

Who you are | your experience

You are motivated by improving the way things work and creating positive outcomes for colleagues and customers. You enjoy turning insights into practical improvements and collaborating across teams to make change happen.

You communicate clearly, build strong relationships and balance attention to detail with a pragmatic approach. You are comfortable taking ownership, navigating complexity and helping drive initiatives forward.

Most importantly, you are passionate about creating better customer and colleague experiences and contributing to continuous improvement in a collaborative environment.

Your background may include continuous improvement, operational excellence or cross‑functional execution, and experience with Lean, Kaizen or process optimisation can be an advantage.

Why join us?

You’ll be part of a collaborative team where your work has a direct impact on operational stability and everyday business performance. It’s a great opportunity to grow your Salesforce and business understanding in a growing environment, working closely with both business and IT.

Interested?

We’d love to hear from you - send us your CV and application when you’re ready. For questions, feel free to reach out to Lucilla Magnelli, Manager, Business Performance & Quality at lucmag@norlys.dk.

Diversity and inclusion are part of Norlys’ DNA and our values: community, innovation and responsibility. We believe that a true community is inclusive, safe and inspiring, that it is responsible to create space for diversity, and that we can best think new when we bring all skills into play. Therefore, we encourage everyone, regardless of background, to apply for the job.