Position Description We areseekinga creative and customer-centric professional todefine and deliverthe end-to-end customer experience strategyforESB's public EV charging roleis responsible fordesigningandimplementingthein-personlook and feel chargingexperienceand customer engagement strategy todeliver exceptional customer satisfaction. As the Customer Experience & Engagement Specialist, you will champion human-centred innovation, ensuring our charging network sets the benchmark for customer experience. You will lead initiatives that fuse brand identity, physical environments, and customer engagement into a cohesive journey that inspires trust and loyalty. ESB's 2040 strategyDriven to Make a Difference: Net Zero by 2040sets out a clear ro admap for ESB to achieve net zero emissions by 2040. The electrificationof transport is a key pillar of this strategy - reducing the carbon impact from transport and improving air-quality. ESBbuilds,ownsandoperatesa publicly available EV charging network on the island of Irelandand Great Britainto support EV adoption and achieve Net Zero. ESB is currently undertaking a significant expansion of its networks to cater for the growing number of EVs on our roads. Key Responsibilities Design & Optimise Customer Journeys:Map and continuously refine end-to-end experiences acrossphysical customertouchpointstoeliminatefriction and elevate satisfaction. Onsite Experience Leadership:Own the onsite experience at charging locations-develop a distinctive, consistent look and feel that reflects ESB's brand values and enhances usability. Customer Engagement Strategy:Create and implement a multi-channel engagement plan, including FAQs, IVR, scripts, complaints handling, welcome packs, and app/text communications. Terms & Conditions:Lead the development, ownership, and ongoing management of customer-facing terms and conditions for ESB's public EV charging services, ensuring that T&Cs are clear, customer-friendly, and consistent across platforms, updated proactively in line with regulatory, operational, or product changes, communicated effectively to customers, and reviewed collaboratively with legal, regulatory, and product teams to ensure compliance and alignment. Voice of the Customer:Establishrobust feedback loops through research, customer panels, and analytics. Translate insights into actionable improvements and strategic KPIs, track progress, and report on customer experience performance to drive continuous improvement. Cross-Functional Influence:Collaborate with marketing, IT, product, infrastructure, and operations teams to embed customer-centricity across thebusiness. Regulatory Compliance:Ensure all customer experience initiativescomply withrelevant EU and local regulations. Experience and Qualifications Essential At least7years' experience in a Customer Experience role or similar. Bachelor's degree in business, marketing or a related field, or equivalent work experience. Full clean Irish driver's license. Creative mindset, exceptionalattention to detail, work well under pressure, and meet tight deadlines. Understands customer expectations,anticipatesneedsandhasthe ability totranslate brand identity into physical spaces and experiences. Ability to lead cross functional teams through influence with excellent communication, collaboration and relationship-building skills. Capacity to operate effectively with limited precedents in a challenging and public environment. Desirable Relevant certifications in customerexperience, IDEOor designare a plus. Knowledge ofenergy orelectric vehicle charging industry is desirable. Location The role will be based in ESB's Offices in Swift Square and Fitzwilliam 27 but given the profile of potential projects travel in Ireland and the UK be occasionallyrequiredin this role. Smart Working at ESB is designed to make 'in-person' time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business. Reporting To Customer Experience Manager, ecars Why Work with Us? Opportunity to lead Ireland's transition tonet zero carbon future Career developmentthrough mentoring andtraining Corporate Social Responsibility Opportunities Sports and Social Clubs Networking opportunities Credit Union Generous Pension Access to staff well-being programmes 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 €71,900 - €84,600 per annum (depending on experience) Closing Date 28th April 2026 Your application will be held in reserve for 6 months should you be suitable for the role. .buttontext4ebea33125a0ecd0 a{ border: 1px solid transparent; } .buttontext4ebea33125a0ecd0 a:focus{ border: 1px dashed #009DE0 !important; outline: none !important; } Diversity, Equity and Inclusion Statement ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law. Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence,. About ESB Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland's leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity. To be considered for this role you will be redirected to and must complete the application process on our careers page. To start the process click the Continue to Application or Login/Register to apply button below.