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 ideal candidate will have 5+ years' experience in customer excellence, process improvement, or operational excellence roles, with strong emotional intelligence and stakeholder engagement capabilities. In support of ESB's strategic objectives of decarbonising electricity, building resilient infrastructure, and empowering customers, this role will support the design and implementation of customer-centric strategies that enhance satisfaction, streamline processes, and embed a culture of continuous improvement across ESB Networks. A key responsibility will include the design, launch, communication, and ongoing management of a Customer Excellence Rewards and Recognition Program across ESB Networks.
Key Responsibilities
1. Support the CX Manager to develop and maintain CX success frameworks, charters, and communication packs for business units.
2. Contribute to the development and execution of CX strategies aligned with ESB Networks' business objectives.
3. Design, launch, communicate, and manage a CX Rewards and Recognition Program across ESB Networks.
4. Drive process improvement initiatives using Lean methodologies to optimise efficiency and customer outcomes.
5. Coordinate cross-functional projects ensuring timely delivery, budget adherence, and stakeholder alignment.
6. Champion a culture of customer-centricity and emotional intelligence across teams.
7. Analyse customer feedback and operational data to identify trends and improvement opportunities.
8. Report progress and outcomes to management, ensuring transparency and alignment with strategic goals.
Experience and Qualifications
Essential
9. Either 3rd level qualification or equivalent work experience is essential.
10. Minimum 5+ years' experience in customer excellence, process improvement, or related roles.
11. Proven ability to manage projects and coordinate multiple stakeholders.
12. Strong analytical and problem-solving skills with data-driven decision-making capability.
13. Excellent communication and influencing skills with high emotional intelligence.
Desirable
14. Bachelor's degree (or higher) in Arts, Business or Sciences.
15. Lean Six Sigma Green Belt certification.
16. Experience in regulated utility or infrastructure sectors.
17. 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?
18. Opportunity to lead Ireland's transition to net zero carbon future
19. Career development through mentoring and training
20. Corporate Social Responsibility Opportunities
21. Sports and Social Clubs
22. Networking opportunities
23. Credit Union
24. Generous Pension
25. Access to staff well-being programs
26. Generous parental leave entitlements
27. Strong values-based and inclusive culture
28. Strong commitment to diversity, equity and inclusion
29. 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
Your application will be held in reserve for 6 months should you be suitable for the role.