ESB Carmanhall and Leopardstown, Dún Laoghaire-Rathdown, Ireland
Position Description
We are seeking an experienced Customer Excellence (CX) Lead with a proven track record in driving strategic initiatives and delivering measurable improvements in customer journeys. The role supports ESB's strategic objectives of decarbonising electricity, building resilient infrastructure, and empowering customers, by designing and implementing customer‑centric strategies that enhance satisfaction, streamline processes, and embed a culture of continuous improvement across ESB Networks. A key responsibility is the design, launch, communication, and ongoing management of a Customer Excellence Rewards and Recognition Program.
Key Responsibilities
* Support the CX Manager to develop and maintain CX success frameworks, charters, and communication packs for business units.
* Contribute to the development and execution of CX strategies aligned with ESB Networks' business objectives.
* Design, launch, communicate, and manage a CX Rewards and Recognition Program across ESB Networks.
* Drive process improvement initiatives using Lean methodologies to optimise efficiency and customer outcomes.
* Coordinate cross‑functional projects ensuring timely delivery, budget adherence, and stakeholder alignment.
* Champion a culture of customer‑centricity and emotional intelligence across teams.
* Analyse customer feedback and operational data to identify trends and improvement opportunities.
* Report progress and outcomes to management, ensuring transparency and alignment with strategic goals.
Experience and Qualifications
Essential
* Either 3rd level qualification or equivalent work experience.
* Minimum 5+ years' experience in customer excellence, process improvement, or related roles.
* Proven ability to manage projects and coordinate multiple stakeholders.
* Strong analytical and problem‑solving skills with data‑driven decision‑making capability.
* Excellent communication and influencing skills with high emotional intelligence.
Desirable
* Bachelor's degree (or higher) in Arts, Business or Sciences.
* Lean Six Sigma Green Belt certification.
* Experience in regulated utility or infrastructure sectors.
* Familiarity with digital tools and smart working practices.
Location
This position will be based in Dublin 18/Hybrid. ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working. The successful candidate may combine remote/smart working within the jurisdiction, with attendance at base for in‑person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.
Reporting To
Customer Excellence Manager
Why Work with Us?
* Opportunity to lead Ireland's transition to net zero carbon future
* Career development through mentoring and training
* Corporate Social Responsibility Opportunities
* Sports and Social Clubs
* Networking opportunities
* Credit Union
* Generous Pension
* Access to staff well‑being programs
* Generous parental leave entitlements
* Strong values‑based and inclusive culture
* Strong commitment to diversity, equity and inclusion
* Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted
Salary
€59,000 - €70,000 per annum.
Closing Date
22nd of January
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Utilities
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