Customer Experience & Engagement Lead, ecars

Position Description

We are seeking a creative and customer-centric professional to define and deliver the end-to-end customer experience strategy for ESB’s public EV charging networks. The role is responsible for designing and implementing the in-person look and feel charging experience and customer engagement strategy to deliver 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 strategy Driven to Make a Difference: Net Zero by 2040 sets out a clear roadmap for ESB to achieve net zero emissions by 2040. The electrification of transport is a key pillar of this strategy – reducing the carbon impact from transport and improving air-quality. ESB builds, owns and operates a publicly available EV charging network on the island of Ireland and Great Britain to 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 across physical customer touchpoints to eliminate friction 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: Establish robust feedback loops through research, customer panels, and analytics. Translate insights into actionable improvements and strategic decisions. Define 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 the business.  
• Regulatory Compliance: Ensure all customer experience initiatives comply with relevant EU and local regulations. 

Experience and Qualifications

Essential

• At least 7 years’ 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, exceptional attention to detail, work well under pressure, and meet tight deadlines. 
• Understands customer expectations, anticipates needs and has the ability to translate 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 customer experience, IDEO or design are a plus. 
• Knowledge of energy or electric 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 occasionally required in 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 to net zero carbon future
• Career development through mentoring and training 
• 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.