Job Description Dunnes Stores Group is Ireland's leading grocery & fashion retailer, operating 146 stores and a rapidly growing online business.
We are in the middle of a major digital transformation, reshaping our customer experience, digital platforms, and operating model for the future.
About the Role We are seeking an accomplished and forward-thinking Group Customer Service Transformation Lead to re-imagine and modernise how we deliver customer care across the Group.
This role will lead the design and implementation of a new operating model, service platform, and performance framework that unify our customer service operations across digital, retail, and delivery channels.
Working closely with the Head of Customer Service, the customer service teams and senior leaders in Digital, Retail, and IT, you will act as the transformation driver - shaping the Customer Service blueprint, delivering the change roadmap, and establishing the foundations of a world-class customer service organisation.
This is a senior strategic and execution role that will evolve as the future model scales.
Key Responsibilities Design and deliver the future-state Group Customer Service operating model, aligning technology, process, and people capabilities across multiple business units.
Lead the selection and implementation of a new omnichannel CX platform, embedding AI-driven automation, knowledge management, and self-service tools.
Redesign workflows and escalation structures to improve customer satisfaction, first-contact resolution, and operational efficiency.
Define and track KPIs such as NPS, CSAT, and cost-per-contact to establish clear performance accountability.
Oversee a structured delivery roadmap spanning process re-engineering, technology rollout, and organisational enablement.
Partner with PMO and IT to ensure program governance and benefits realisation.
Work in partnership with the Customer Service leadership team to build capability and drive continuous improvement.
Develop and mentor team leads to support the transition to new ways of working.
Collaborate with Retail, Digital, and Operations leaders to ensure the new model supports both customer experience and commercial objectives.
Your Profile 10+ years' experience in customer service, operations, or transformation roles, with 5+ years at senior leadership level in large or multi-brand organisations.
Proven track record in designing and delivering service transformation programs - spanning people, process, and technology.
Strong experience implementing modern CX platforms such as Zendesk, Intercom, Salesforce, or Puzzel, including AI/self-service capability.
Highly skilled in program and change management, with the ability to manage complex, multi-stakeholder initiatives.
Exceptional interpersonal and influencing skills; able to operate at executive level while remaining close to operational detail.
Analytical, data-driven, and commercially minded, comfortable translating insight into measurable outcomes.
What We Offer A high-impact role at the centre of our digital transformation.
Opportunity to deliver tangible change with direct visibility at executive and board level.
Competitive salary, bonus, pension, and staff discount.
Why Join Us You'll be joining a Group with the scale, ambition, and investment to redefine customer experience across Irish retail.
This is a rare opportunity to lead a transformation from the ground up, influencing the future architecture, systems, and culture that will power how our customers are served for years to come.
If this sounds like the job for you, please apply now Dunnes Stores is an Equal Opportunities Employer