Customer Experience Lead

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 behaviour 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 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.

• 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.

• The chance to join a growing company in a regulated, high-impact role.
• Hybrid working model with flexibility.
• A collaborative, high-trust environment where your input matters.
• Room to grow within the Operations function.