Customer Experience Lead

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Job Description

Join our Customer Facing Operations team as a Customer Experience Lead — a hybrid, frontline role covering player protection, AML, and KYC/CDD across our Danish market.

Role Overview

We are looking for a "Customer Experience Officer" to join our Customer Facing Operations team. This is a hybrid, frontline role encompassing all customer facing aspects of player protection and AML.

On the day to day you will conduct risk assessments, review customers, carry out KYC and AML due diligence, and interact with customers. You will work to clear, accountable standards and operate within our regulatory framework with assigned markets in direct collaboration with all Operational stakeholders to ensure a smooth customer experience.

- Native Danish speaker
- Previous experience in AML, player protection, or customer risk role within a regulated online gambling environment
- Practical experience conducting KYC, CDD, and EDD, with an understanding of proportionality and risk-based decision-making
- Familiarity with AML typologies relevant to online gambling and an understanding of the SAR submission process under relevant jurisdictions
- Experience working with PEPs and an understanding of the additional scrutiny requirements they attract under the Money Laundering Regulations
- Ability to conduct assessments, interpret financial evidence, and make well-reasoned, documented judgements under time pressure
- Strong written communication skills — able to produce clear, professional customer-facing correspondence and internal case notes
- A methodical, detail-oriented approach with a commitment to accurate record-keeping and audit-trail maintenance

AML

- Investigate AML indicators and take action in accordance with policy, including account restrictions, source-of-funds requests, and escalations to MLRO. Prepare and submit SARs to the NCA accurately and in compliance with current guidance
- Identify and manage PEPs and associated persons, applying enhanced scrutiny throughout the customer lifecycle
- Perform KYC verifications in line with company policy and regulatory requirements
- Conduct CDD checks and periodic reviews; apply EDD checks and reviews when necessary
- Review customer profiles on a periodic and trigger-led basis, maintaining accurate and auditable records
- Complete customer risk assessments to determine appropriate monitoring levels and escalation paths

Responsible Gambling

- Review and analyse player behavior based on risk indicators and identify potential harm
- Complete account assessments using behavioural, financial, and account history data to determine the appropriate level of intervention
- Execute player protection measures and actions including customer communications, in line with the company policies
- Manage inbound RG enquiries and liaise with Customer Service, VIP, and Operations teams
- Support the organisation to develop the policies and procedures for Player protection together with internal stakeholders
- Conduct affordability checks on customers meeting defined spend thresholds or internal triggers
- Follow up on outstanding assessments within required timeframes
- Handle inbound affordability enquiries with clear, compliant communication

Customer Experience Lead

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