Customer Excellence Manager

Select how often (in days) to receive an alert: 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 Our “Networks for Net Zero” strategy is driven by our role to lead the transition to a secure, affordable low-carbon future and the “Empowered Customers” is central to this strategy. This role combines hands-on customer experience management with strategic oversight to drive customer excellence and embed a customer centric culture. The ideal candidate will bring expertise in customer engagement, instructional design, and employee training with a strong focus on customer-centric service models. This important role will be part of the Customer Experience management team focused on supporting best-in-class customer service and leading the transformation to embed a customer-first culture across the organisation. Key Responsibilities

1. Responsible for the design and implementation of a customer centric service model in collaboration with teams that serve customers across current and new customer journeys.
2. Drive initiatives to continuously improve employee engagement around customer service goals and lead the ongoing development of Customer Improvement Plans with business teams.
3. Design and develop new ways of working to ensure customer needs, expectations and impacts are assessed and integrated into our business plans, investment and policy decisions.
4. Develop and execute a comprehensive customer experience engagement and training strategy that aligns with company goals, business needs and enhances customer focus.
5. Develop and manage programs that incentivise excellent customer service, including rewards and recognition systems.
6. Support the business teams to understand the importance and benefit of effective customer communications, and support the development of targeted communications plans for customers/communities.
7. Develop a multi-media internal communications campaign around customer centricity, bringing in the voice of customer and celebrating successes, to maintain understanding and engagement in CX.
8. Define best-in class customer experience design across channels, voice of the customer programmes and measurement in collaboration with internal stakeholders.
9. Identify, align and integrate with other culture change, customer transformation and engagement programmes.
10. Manage third-party in the development of plans, implementation and budget.
11. Establish measures of success such as employee engagement, customer centricity targets, training program effectiveness and report insights to senior leadership team.

Experience and Qualifications

1. Experience in the design and implementation of customer centricity programmes, methodologies and implementing employee engagement/training strategies programmes.
2. Experience in customer service transformation, customer experience, customer engagement and training or related activities.
3. Experience in delivering culture change programmes of scale.
4. Excellent project management and organisational skills.
5. Excellent communications skills and ability to influence at all levels across the organisation.
6. Skilled in building relationships and engaging with key stakeholders.
7. Strong analytical skills, with the ability to generate insights that drive positive change for customer experience and satisfaction.
8. Third level qualification in HR, Marketing, Communications or Business, or equivalent work experience.

The position is based in ESB Networks’ office in East Wall, Dublin 3 and will have flexible working arrangements in place. Domestic and International travel may be required from time to time. 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 Experience Manager, ESB Networks Why Work with Us?

1. Opportunity to lead Ireland’s transition to net zero carbon future.
2. Progressive, hybrid working model.
3. Career development through mentoring and training.
4. Corporate Social Responsibility Opportunities.
5. Sports and Social Clubs.
6. Networking opportunities.
7. Credit Union.
8. Access to staff well-being programmes.
9. Generous parental leave entitlements.
10. Comprehensive Diversity & Inclusion programme.
11. Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted.

€69,000 to €81,000 per annum Closing Date 2nd January 2025 Note: Please advise if you require any assistance or accommodations should you be called to attend an interview. 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. #J-18808-Ljbffr