Apply now »

Customer Experience Specialist

 
 
Vacancy Number:  25826
Business
Job Type:  Full-time
 

ESB is a purpose led company striving to create a brighter future for the customers and communities we serve, leading the transition to reliable, affordable, low-carbon energy.  Today, we operate one of the most progressive electricity systems in the world, with activities spanning electricity generation, transmission, distribution and supply in Ireland, Northern Ireland and Great Britain, and an international energy consulting business.

With almost 8,000 employees we invested €1bn in infrastructure last year, contributed over €2bn to the economies we operate in and distributed over €2m across a range of community initiatives. This requires us to bring the best of our capabilities together to deliver innovative and value-driven solutions that enable our customers to live low-carbon lives. ESB strives to foster an effective and inclusive culture where people engage, challenge and feel connected to our purpose, colleagues, customers and community.

 

 

Position Description

 

The Customer Experience team in Customer Solutions is responsible for defining and delivering customer journeys for B2C customers. We are seeking a Customer Experience Specialist to report to the Customer Experience Manager. This role will play a crucial part in driving key metrics like Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES). The ideal candidate is passionate about delivering top-tier customer experiences, possesses strong analytical skills, and excels at solving problems with a customer-first mindset. A proactive attitude and attention to detail are essential for success.

 

 

Key Responsibilities

 

  • Strong analytical skills to interpret data and drive customer satisfaction metrics (CSAT, NPS, CES) improvements.
  • Proven ability to develop and manage end-to-end customer journey mapping across multi-channel experiences.   Develop and manage the overall customer journey map for all existing products, ensuring a seamless end-to-end experience.
  • Experience in optimising touchpoints and continuously monitoring customer interactions.
  • Ability to implement best practices aligned with CX strategy and manage key CX performance indicators.
  • Strong collaboration skills with Data, Research, and Insights teams to action customer feedback effectively.   Track and report on CSAT, NPS, and CES to ensure targets are met.
  • Experience benchmarking best-in-class CX standards across industries.
  • Excellent project management skills, particularly in cross-functional environments, to support CX initiatives.
  • Stakeholder management and collaberation
  • Ability to identify opportunities for customer journey improvement and develop innovative strategies for customer satisfaction, loyalty, and retention.
  • Knowledge of digital transformation, with a focus on enhancing products and services for future innovation.
  • Identify improvement opportunities and develop innovative CX strategies to increase customer satisfaction, loyalty, and retention. 
  • Strong communication and leadership skills to represent CX and advocate for customer needs across the organization.

 

 

Experience and Qualifications

 

Essential

  • At least 1-2 years CX experience.

  • Third level qualification or equivalent work experience

  • CX Software knowledge including practical hands-on experience of systems.
  • Ability to define key success metrics, set performance goals, and continually monitor key performance indicators.
  • Excellent communication skills organised and strong problem-solving skills.
  • Ability to build and maintain relationships with external stakeholders and internal cross-functional team members (services, sales, support, product development, QA, etc.).
  • Experience of collecting and utilising customer data from different sources (surveys, mapping customer journeys, Voice of the Cuatomer, etc), using analytics tools to convert data into insights and opportunities. 

 

 

Desirable

The following would be considered an advantage to the candidate:

  • Knowledge and understanding of Energy Market
  • Project management skills to handle multiple projects.

 

 

Location

 

This position will be based in  Swift Square, Santry

 

ESB is committed to smart working – combining digital tools with a culture of trust and empowerment to enable flexible ways of working. The successful candidate may work flexibly within their jurisdiction with attendance at the workplace for in-person collaboration on at least one anchor day per week. All smart working arrangements are subject to manager approval and ongoing review, based on the operational requirements of the role, the team, and the individual. 

 

 

Reporting to

 

Digital Experience Manager, Customer Solutions

 

 

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 

  • 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 

 

€55,500 - €65,500 depending on experience.

 

 

Closing Date 

 

30th October 2024. 

 

 

 

 

Note: Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, recruitment@esb.ie 

 

If you have any queries in relation to this job, please contact recruitment@esb.ie  

 

Your application will be held in reserve for 6 months should you be suitable for the role. 

 

 

Apply now »