About Us
ESB is a purpose-led company striving to create a brighter future for our customers and communities. We lead the transition to reliable, affordable, low-carbon energy.
Our Mission
We operate one of the most progressive electricity systems in the world, spanning electricity generation, transmission, distribution, and supply in Ireland, Northern Ireland, and Great Britain. Our international energy consulting business drives innovation and value-driven solutions for our customers.
Career Opportunity
This role combines hands-on customer experience management with strategic oversight to drive customer excellence and embed a customer-centric culture. The ideal candidate will bring expertise in customer engagement, instructional design, and employee training with a strong focus on customer-centric service models.
Key Responsibilities
* Design and implement a customer-centric service model in collaboration with teams serving customers across current and new customer journeys.
* Drive initiatives to continuously improve employee engagement around customer service goals and lead the ongoing development of Customer Improvement Plans with business teams.
* Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs, and enhances customer focus.
* Develop and manage programs that incentivize excellent customer service, including rewards and recognition systems.
* Support business teams to understand the importance and benefit of effective customer communications and develop targeted communications plans for customers/communities.
* Develop a multimedia internal communications campaign around customer centricity, bringing in the voice of customer and celebrating successes, to maintain understanding and engagement in CX.
* Define best-in-class customer experience design across channels, voice of the customer programmes, and measurement in collaboration with internal stakeholders.
* Identify, align, and integrate with other culture change, customer transformation, and engagement programmes.
* Manage third-party involvement in the development of plans, implementation, and budget.
* Establish measures of success such as employee engagement, customer centricity targets, training program effectiveness, and report insights to senior leadership team.
Requirements
* Experience in designing and implementing customer-centricity programmes, methodologies, and implementing employee engagement/training strategies programmes.
* Experience in customer service transformation, customer experience, customer engagement, and training or related activities.
* Experience in delivering culture change programmes of scale.
* Excellent project management and organisational skills.
* Excellent communications skills and ability to influence at all levels across the organisation.
* Skilled in building relationships and engaging with key stakeholders.
* Strong analytical skills, with the ability to generate insights that drive positive change for customer experience and satisfaction.
* Third-level qualification in HR, Marketing, Communications, or Business, or equivalent work experience.
Why Work with Us?
* Opportunity to lead Ireland's transition to net zero carbon future.
* Progressive, hybrid working model.
* Career development through mentoring and training.
* Corporate Social Responsibility Opportunities.
* Sports and Social Clubs.
* Networking opportunities.
* Credit Union.
* Access to staff well-being programmes.
* Generous parental leave entitlements.
* Comprehensive Diversity & Inclusion programme.
* Great team environment working to our Core Values: Courageous, Caring, Driven, and Trusted.
Salary Range
€69,000 to €81,000 per annum.