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 Group customer service operating model. You will lead the selection and rollout of a new omnichannel service platform, define how workflows across teams and channels, and put in place the performance framework that shows whether we are getting better for our customers and our business. 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 Strategy and operating model Design and deliver the future state Group customer service operating model, aligning technology, process and people capabilities across multiple business units. Define how customer contacts are handled across channels such as phone, email, chat, social and in-store escalation. Clarify roles, responsibilities and escalation paths between central customer service, retail, digital and logistics teams. Platform and process transformation Lead the selection and implementation of a new omnichannel CX platform, working closely with IT and Digital. Embed AI-driven automation, self-service and knowledge management so that customers can resolve simple issues quickly and colleagues have the right information at their fingertips. Redesign workflows and escalation structures to improve customer satisfaction, first contact resolution and operational efficiency. Oversee a structured delivery roadmap that covers process re-engineering, technology rollout and organisational enablement. Data, performance and governance Define and track KPIs such as NPS, CSAT, first contact resolution and cost per contact to establish clear performance accountability. Work with data and reporting teams to build practical dashboards that team leaders and senior stakeholders can use to run the operation. Partner with PMO and IT to ensure strong programme governance, risk management and benefits realisation. People and change leadership 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, including changes to tools, processes and performance measures. Engage stakeholders across Retail, Digital and Operations to ensure the new model supports both customer experience and commercial objectives. Communicate clearly and regularly about the aims, progress and impact of the transformation. Your Profile 10+ years' experience in customer service, operations or transformation roles, with at least 5 years at senior leadership level in large or multi-brand organisations. Proven track record in designing and delivering end-to-end service transformation programmes that span people, process and technology. Strong experience implementing modern CX platforms such as Zendesk, Intercom, Salesforce Service Cloud, Puzzel or similar, including AI and self-service capabilities. Highly skilled in programme and change management, with a history of managing complex, multi-stakeholder initiatives from design through to adoption and benefits delivery. Comfortable working with data and commercial metrics, translating insight into practical actions that improve both customer experience and cost to serve. Exceptional interpersonal and influencing skills, able to operate confidently at executive level while staying close to operational detail. Experience in sectors such as retail, e-commerce, telecommunications, utilities, financial services or BPO would be highly relevant. 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, 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
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