Stakeholder & Flexibility Experience Manager NNLCP, Dublin
Client: ESB
Location: Dublin, Ireland
Job Category: Other
EU work permit required: Yes
Job Reference: 7960a7a01610
Job Views: 2
Job Description:
Position Description
The Stakeholder & Flexibility Experience Manager for the National Network, Local Connections Programme will be responsible for ensuring that the experience of the flexibility participants (customers and organisations who sign up as participants in our flexibility services) is considered and optimised in the delivery of this programme.
Key Responsibilities
Participant Experience
* Ensure timely and relevant participant experience representation and consideration within programme activities, workshops, and deliverables.
* Utilise research & insights to ensure that the experience of the participant is considered throughout the distinct phases of the programme.
* Work with the Stakeholder and Engagement Manager to prioritise relationship management across key stakeholder groups within industry, community, customer, and business segments.
Participant Journeys
* Definition and management of the key participant personas (per stakeholder group) to help define and represent these within programme activities.
* Definition, ongoing management, and optimisation of the key participant journeys (per key end-to-end processes for each initiative) to support analysis and understanding of the experience of the participant and critical success factors/moments that matter in the realisation of this.
* Define key changes required for the implementation of the desired participant experience & journey.
Steer, Support, Monitor and Drive Improvement in the Operational Delivery of the Participant Experience
* Work closely with stakeholders within the programme (e.g., within Stakeholder & Engagement Team, Account Handlers, Stakeholder & Communications Team, Solution Integrity Team, Market Design Team, PMO) as well as across the broader ESB Networks business in order to roll out and realise the defined participant journeys and overall participant experience.
* Develop and deploy a participant experience measurement and monitoring approach to influence and refine future programme activities and designs.
Supporting Schemes, Initiatives and the Enduring Solution
* Provide strong input within workshops and deliverables from the perspective of the participant to ensure propositions are customer intimate.
* Manage participant engagement activities to actively engage with key customers.
Other
* Manage project suppliers for customer experience related activities.
* Work in partnership with internal stakeholders to deliver on elements of the programme.
* Collaborate closely with the project team in the National Network, Local Connections programme.
Knowledge, Skills and Experience
* Business or relevant Arts Degree or equivalent work experience is essential.
* Minimum 4-5 years' experience in a similar role.
* Proven experience in customer experience and/or relationship management.
* Proven experience in stakeholder relationship management.
* Experience in managing third-party suppliers.
* Excellent communication and project management skills.
* Experience working with industry customers in a regulatory environment.
* Self-motivated, conscientious self-starter with the ability to work independently as well as part of a team.
* Good organisational and communication skills with the ability to work to tight deadlines.
* Excellent writing, proofing, presentation, and communication skills.
* A proven ability to work well with multiple stakeholders across the business.
* A huge passion advocating for the customer.
* Some experience in communications.
Qualifications
Business or relevant Arts Degree or equivalent work experience is essential.