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Customer Excellence Lead

 
Vacancy Number:  27788
Category:  Business
Job Type:  Full-time
 

Position description

We are seeking an experienced Customer Excellence (CX) Lead with a proven track record in driving strategic initiatives and delivering measurable improvements in customer journeys. The ideal candidate will have 5+ years’ experience in customer excellence, process improvement, or operational excellence roles, with strong emotional intelligence and stakeholder engagement capabilities. In support of ESB’s strategic objectives of decarbonising electricity, building resilient infrastructure, and empowering customers, this role will support the design and implementation of customer-centric strategies that enhance satisfaction, streamline processes, and embed a culture of continuous improvement across ESB Networks. A key responsibility will include the design, launch, communication, and ongoing management of a Customer Excellence Rewards and Recognition Program across ESB Networks.

 

Key Responsibilities

  • Support the CX Manager to develop and maintain CX success frameworks, charters, and communication packs for business units.
  • Contribute to the development and execution of CX strategies aligned with ESB Networks’ business objectives.
  • Design, launch, communicate, and manage a CX Rewards and Recognition Program across ESB Networks.
  • Drive process improvement initiatives using Lean methodologies to optimise efficiency and customer outcomes.
  • Coordinate cross-functional projects ensuring timely delivery, budget adherence, and stakeholder alignment.
  • Champion a culture of customer-centricity and emotional intelligence across teams.
  • Analyse customer feedback and operational data to identify trends and improvement opportunities.
  • Report progress and outcomes to management, ensuring transparency and alignment with strategic goals.

 

Experience and Qualifications

Essential

  • Either 3rd level qualification or equivalent work experience is essential.
  • Minimum 5+ years’ experience in customer excellence, process improvement, or related roles.
  • Proven ability to manage projects and coordinate multiple stakeholders.
  • Strong analytical and problem-solving skills with data-driven decision-making capability.
  • Excellent communication and influencing skills with high emotional intelligence.

 

Desirable

  • Bachelor’s degree (or higher) in Arts, Business or Sciences.
  • Lean Six Sigma Green Belt certification.
  • Experience in regulated utility or infrastructure sectors.
  • Familiarity with digital tools and smart working practices

 

Location

This position will be based in Dublin 18/Hybrid.

 

ESB is committed to offering flexibility in ways of working and we call that Smart Working – combining digital tools with a culture of trust and empowerment to enable flexible and remote ways of working. The successful candidate may combine remote / smart working within the jurisdiction, with attendance at base for in-person collaboration, the frequency of which is agreed with the manager and subject to ongoing review.

 

Reporting To

Customer Excellence Manager

 

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 programs
  • 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

€59,000 - €70,000 per annum.


Closing Date

22nd of January

 

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

 

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law. 

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

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.
 

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