Single View of the Customer Business Lead [Temp 3 Years]

Position Description

The Single View of the Customer (SVC) Business Lead is accountable for defining, owning and championing the business vision for ESB Networks’ Single View of the Customer capability. The role ensures that the SVC programme delivers measurable improvements in customer experience, operational efficiency and regulatory outcomes by enabling a unified, 360degree view of customer interactions across all channels and journeys. 

Acting as the primary business owner for SVC, the role translates strategic ambition into clear business outcomes, requirements and priorities, working in close partnership with IT, data, customer service, operations and regulatory teams. The SVC Business Lead ensures that customer centric design, data driven decision making, GDPR compliance and change adoption are embedded from day one, enabling ESB Networks to scale future ready, personalised and proactive customer services that support Net Zero and evolving customer expectations. 

Key Responsibilities 

Customer Vision & Business Ownership 

• Champion a unified, organisation‑wide customer experience vision enabled through Single View of the Customer. 

• Translate the SVC ambition into tangible business outcomes, including improved customer experience, personalised service and seamless cross‑channel interactions. 

• Act as the primary business owner and decision authority for SVC project scope, priorities and benefit design & realisation. 

Cross‑Functional Alignment & Governance 

• Enable customer service, operations, digital, data, regulatory and field force teams to ensure cohesive delivery across all customer touchpoints. 

• Establish and maintain effective business governance for SVC, ensuring clear ownership, prioritisation and decision‑making structures. 

Business Process Redesign 

• Lead the identification, redesign and optimisation of business processes required to support integrated customer journeys. 

• Ensure new processes enable more efficient agent workflows and proactive customer engagement. 

Business Requirements & Value Definition 

• Define, prioritise and govern SVC business and functional requirements, ensuring they remain aligned to customer needs and operational realities. 

• Partner with stakeholders to continuously validate requirements against evolving business priorities and regulatory expectations. 

Data, Insights & Performance Management 

• Embed data‑driven decision making into SVC design and operations, ensuring analytics, reporting and leading indicators are integral to the solution. 

• Define KPIs and success measures such as improved agent efficiency, reduced handling time, increased self‑service usage and improved customer satisfaction. 

• Track and report on benefits realisation and business value delivery. 

Regulatory & Data Privacy Alignment 

• Ensure GDPR‑compliant handling of customer data, including consent management and customer data control features. 

• Work closely with regulatory and legal teams to ensure SVC supports compliance obligations and incentive performance requirements. 

Change Management & Adoption 

• Lead business change management, communications and adoption planning for SVC. 

• Develop clear messaging, training and engagement plans to ensure frontline teams, leadership and partners understand new capabilities and ways of working. 

IT & Delivery Partnership 

• Work in close partnership with the IT Delivery Lead to align business priorities with technical roadmaps and dependencies. 

• Support sequencing of releases, integration with legacy systems, risk management and alignment across business and technology workstreams. 

Scalability & Future Readiness 

• Ensure SVC business processes and operating models are scalable, flexible and future‑ready. 

• Enable the integration of new digital channels, technologies and evolving customer expectations over time. 

Skills & Experience 

10+ years’ experience leading successful large‑scale, cross‑functional business transformation or customer experience programmes.  

Strong understanding of customer journey design, service operations and digital enablement in a regulated environment.  

Proven ability to define business requirements and translate strategic objectives into executable delivery priorities.  

Experience working with data, analytics and insights to drive performance improvement and decision making.  

Demonstrated experience in GDPR compliance, data governance and customer data management.  

Excellent stakeholder management skills, with the ability to influence at senior leadership level.  

Strong programme, change and benefits management capability, with relevant experience RACI based delivery Framework & Business/IT co delivery structures. 

Desirable 

• Bachelor’s degree (or higher) in Arts, Business or Sciences or Equivalent/Relevant Experience 

• Experience in regulated utility or infrastructure sectors. 

• Familiarity with digital tools and smart working practices. 

Personal Attributes 

• Customer‑centric, outcome‑focused and commercially aware.  

• Strategic thinker with a pragmatic, delivery‑oriented mindset.  

• Confident leader who can operate effectively across business and technology domains.  

• Comfortable navigating complexity, ambiguity and organisational change.  

• Strong communicator with the ability to simplify complex concepts and build shared understanding. 

Location

This position will be based in either Wilton, Co.Cork or Leopardstown, Co. Dublin

• Accountable and Ethical
• Collaborative
• Growing and Adaptive
• Proactive
• Respectful and Supportive

More information available on Our People Promise

• Your application will be held in reserve for 6 months should you be suitable for the role.
• The successful candidate will be required to evidence their right to work in the Republic of Ireland / UK prior to commencement of employment.