Digital Customer Experience Specialist, ecars

Position Description 

We are seeking a digitally focussed and customer-centric professional to shape and execute the end-to-end digital customer experience strategy of ESB’s public EV charging networks across all touchpoints. The Digital Customer Experience Specialist role combines strategic thinking, technical expertise and customer-centric skills to design and implement digital journeys that feel seamless and personalised.  

As the Digital Customer Experience Lead, you will set the benchmark for digital excellence, leveraging technologies, data-driven insights, and design thinking to transform how customers interact with our brand—online and on-the-go. You will monitor the operational performance of digital platforms, ensuring reliability, rapid issue resolution, and continuous improvement. 

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 

• Digital Journey Design: Map and optimise end-to-end digital experiences across apps, websites, portals, and payment terminals — eliminating friction and enhancing personalisation. Use A/B testing / experimentation where appropriate to assess outcomes.   

• Digital Customer Experience Strategy: Develop and execute customer experience strategy aligned with business goals, identifying opportunities for innovation, automation, and differentiation.  

• Website ownership: own the ecars websites as core customer facing digital capabilities, with accountability for end-to-end customer experience, journey design, and functional requirements. Drive customer led change through continuous improvement and the initiation and sponsorship of significant redesigns or full website rebuilds where required. Work in partnership with Product and IT teams to ensure effective delivery, ensuring compliance with applicable EU regulatory requirements (including AFIR, GDPR, and consumer protection legislation) and recognised accessibility standards.

• Mobile App Excellence: Collaborate with product owner to enhance ESB’s mobile apps (‘ecar connect’, ‘EV Plug In’) for intuitive navigation, real-time insights, and superior usability.  

• Omnichannel Consistency: Ensure ESB’s digital presence across Google Maps, Apple Maps, and other mapping platforms is accurate, consistent, and optimised for discoverability. Explore AI, personalisation engines, and predictive analytics to deliver next-generation digital experiences.  

• Data-Driven Insights: Collect, analyse, and act on customer feedback and behaviour data across digital channels, establishing a closed feedback loop that translates insight into prioritised experience improvements.  define KPIs and dashboards to measure CX performance and ROI.  

• Operational Excellence & Troubleshooting: Monitor the performance of digital platforms and apps from a customer experience point of view to ensure responsiveness, and reliability. Act as the escalation point for digital issues impacting customer experience—coordinate with IT, product, and support teams to resolve problems quickly. Ensure customer-facing digital channels (apps, portals, websites) are updated promptly with accurate information during outages or service changes. 

Experience and Qualifications 

Essential

• At least 5 years’ experience in a customer experience/digital role or similar. 
• Bachelor’s degree in business, IT, marketing or a related field.  

• Proven track record delivering world class digital experiences across digital platforms (web, mobile, apps), UX/UI principles. Comfortable with digital transformation initiatives.  

• Operational Mindset: Strong troubleshooting skills and ability to manage day-to-day digital performance. 

• Data-Driven Decision Making: Strong analytical skills to translate insights into measurable improvements.  

• Compliance Awareness: Knowledge of EU consumer protection, accessibility, and data privacy regulations. 

• Strong communication, collaboration, influencing skills and adaptable working approach, meet tight deadlines with a clear focus on customer excellence.  

Desirable

• Relevant certifications in CX  

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

€59,900 - €70,500 per annum, depending on experience

Closing Date

29th April 2026

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