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Head of Customer Strategy and Programmes - Dublin.
Location/Office Policy: Molesworth Street/Hybrid
Do you possess a strong track record in Customer Strategy, Development and Programme Management and looking to continue your expertise?
Do you have in-depth experience in experience design or behavioural insight and want to influence user engagement and strategic outcomes?
Do you like working with cross functional teams and driving change through strong stakeholder managmeent and influencing outcomes
Are you passionate about innovation & continuous improvement?
What is the Role: Part of the newly established Chief Customer Office and reporting into the Head of Customer Strategy and Propositions, the role holder will be a pivotal member of this new team to ensure that we are setting the right direction for not only the propositions team but also the wider business.
This direction will be steeped in Customer First thinking and strongly supported by a data centric mindset.
It will be the custodian of our company segmentation and help the overall team ensure we reach peak performance by having clear programme mgt and processes with key Business Units in AIB.
Key to our team's success is how we support our stakeholders throughout the business and this role will ensure that happens.
Key accountabilities; Develop and evolve our customer strategy to inform proposition design and broader business planning, that will drive deeper relationships (measured via rNPS) and value for the bank (measured by APH and primacy of banking)
Ensure alignment of our customer strategy and proposition design with strategic objectives and support implementation across the organisation.
Guardian of our segmentation approach ensuring that it's fit for purpose and that the relevant business areas understand and use the model to help us in developing deeper more enduring relationships with our customers.
Provide the team and the wider CCO function with up to date information around market shifts and consumer trends, and also focusing on emerging global best practices in customer experience and proposition development.
This includes formulating recommendations on how CCO strategy and propositions should be evolving
Ensure work stack within the Strategy & Propositions team is moving the dial in relation to deepening customer relationships and adding value to AIB.
Working with the business, design best in class ways of working to ensure our processes are clear and effective between our team and the main business units.
This includes continuously improving collaboration models, workflows, and interfaces between the propositions team and wider business.
Build strong, effective relationships across stakeholders and key business units.
Champion the customer lens across initiatives, ensuring alignment, engagement, and buy-In and represent the customer strategy and propositions team at key governance meetings as relevant
Lead customer initiatives and programmes that fall outside the remit of core proposition designers, ensuring they reflect the same high standards of insight, execution, and impact.
Lead, inspire, and develop a high-performing team whilst ensuring the team & key areas of the business are upskilled as relevant
Ensure overall Customer Strategy and Propositions team engagement is high.
What you Will Bring ; Proven experience in customer strategy, proposition development, programme management or similar strategic roles.
Deep understanding of customer segmentation, experience design and/or behavioural insights.
Strong leadership and collaboration skills with experience working across matrixed organisations.
Skilled at managing complex stakeholder environments and influencing at all levels.
Demonstrated ability to think strategically and deliver at pace.
Passion for innovation, customer-centricity, and continuous improvement.
Why work for AIB?
We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.
Some of our benefits include;
Variable Pay
Employee Assistance Programme
Family leave options
Please click here for further information about AIB's PACT – Our Commitment to You.
Key Capabilities Customer FIrst
Stakeholder Management
Digital Marketing
If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact us at( ) for a conversation.
AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity.
We are committed to providing reasonable accommodations for applicants and employees.
Should you have a reasonable accommodation request please email the Talent Acquisition team at
Disclaimer: Unsolicited CVs sent to AIB by Recruitment Agencies will not be accepted for this position.
AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.
Application deadline : Tuesday 13th of May 2025
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