What is the opportunity?
As a Senior Manager, you'll be integral to the Experience Design team, within the Group Customer Office. You'll play a pivotal role in shaping the future of the Groups products and services. Your mission? To put the customer at the absolute centre of everything we do.
In this role, you will:
Act as a player‑coach, leading from the front by staying hands‑on with high impact product design. You'll balance people management with active delivery, ensuring your skills stay sharp while you set the bar for quality across the team.
Be a strategic partner with product owners and technology. You'll represent the user voice in roadmap discussions and trade‑off decisions.
Manage and mentor. You're responsible for a team of designers. You'll guide their work, help them grow their careers, and make sure they have what they need to succeed.
Champion user research and evidence‑based design. You'll ensure that no product is built on assumptions. You'll ensure both generative and evaluative research is undertaken.
Be a design system advocate. Work with our design system, Solas, and work with team to expand and promote the usage of the system to ensure a multi‑branded, one bank experience. This ensures consistency and speed across different Tribes.
Drive continuous measurement. Track the pulse of our user experience. You'll focus on the outcome and understanding if design solved the problem.
Foster a positive risk culture. Create an environment in which risk awareness, behaviours and decisions about risk taking activities are considered together as part of a strong risk governance framework.
What will make you stand out?
We are looking for a problem solver who is experienced in design methodologies with a focus on customer experience outcomes and improvements.
We want an influential team member who can communicate well with senior team members. You proactively address and resolve dependencies across team boundaries. You drive clarity through design – design the right thing, design the thing right, measure the impact.
With strong oral and written communication, presentation, and analytical skills you will be able to communicate usability standards and rationales clearly and effectively and capable of presenting high‑level concepts and strategies.
Degree in Psychology/HCI/Anthropology/Computer Science/Design
You have relevant industry and design experience along with confirmed leadership/management experience
Essential qualifications
There are no specific qualifications or minimum educational requirements needed for this role.
More about the team
The Group Customer Office (GCO) division are responsible for development of a Groupwide Customer Strategy focused on listening to the voice of our customers and putting them at the heart of decision making for the Bank. They ensure that we are actively listening to our customers, advocating for their needs and putting customers first across all divisions within the Group. The GCO will work to build a culture where both colleagues and customers choose, stay and advocate for Bank of Ireland. This is a hybrid role, based primarily in Dublin. We typically ask colleagues to spend a minimum of 8 days per month working in‑person to support teamwork and connection. Specific arrangements will be confirmed by your recruiter to ensure they meet the needs of the role and team.
Why work with us?
The Bank of Ireland company culture prioritises work‑life balance with an opportunity for flexible working, along with 25 days annual leave and excellent pension contributions. Family can mean different things to different people; we offer 6 months paid maternity leave, an innovative fertility and surrogacy policy and working parent supports.
Your wellbeing is important to us; we have an employee assistance program, WebDoctor and financial wellbeing coaches available. We also encourage and support staff to pursue educational and professional qualifications to grow and enhance your career!
Key Competencies
Take Ownership – People Manager
Customer Focused – Leader
Be Decisive – People Manager
Take Ownership – People Manager
Manage Risk – People Manager
We're on a continuous journey to build an inclusive and diverse workplace. We welcome applications from people of all backgrounds, lived experience, abilities and perspectives. We provide reasonable accommodations at every stage of our recruitment process for disabilities, neurodivergence or medical conditions. If you require an accommodation please complete this form and one of our recruitment team members will be in touch via email. Any information provided will be treated as confidential within the recruitment team and used only for the purpose of determining and providing appropriate accommodations for the application and recruitment process.
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