Technology Customer Experience Lead

Overview

Lead internal CX, strategy & communications for technology transformation

Key Responsibilities

• analytics tool
• nps data
• cx strategy
• tool design
• framework development
• stakeholder experience

Tasks

-Drive strategic communications that reflect organisational values and support change and engagement. -Own the creation of analytics and feedback tool to continuously improve internal customer engagement and communication channels. -Create a CX strategy that incorporates all stakeholders across CTTOO to ensure technology solutions are user-centred and aligned. -Leading improvements to enhance our internal customer and stakeholder experience. -Build and lead high-performing teams, fostering innovation, digital literacy, and customer empathy across the organization. -Full responsibility for the delivery of the Net Promoter Score (NPS) data, ensuring actionable feedback is identified and the feedback loop is closed by coordinating follow-up actions with relevant teams to drive continuous improvement for our internal customers. -Develop and apply CX strategies that align with business goals and improve key journeys. -Lead the delivery of the internal customer perspective to service provision by designing and optimising tools that enhance customer and stakeholder experience. -Develop and implement CX frameworks that support strategic objectives and improve customer journeys. -Drive inclusive, strategic communications that build trust and support change. -Align teams and influence leaders to deliver customer-first solutions.

Requirements

• crm
• digital analytics
• cx metrics
• leadership
• 8+ years
• storytelling

What You Bring

-Strong understanding of digital engagement platforms, CRM systems, and communication technologies. -Proven ability to lead cross-functional teams, manage priorities, and deliver measurable outcomes. -Strategic, people-focused leadership across technology, communication, and experience design. -Significant experience in technology-led transformation, customer/stakeholder experience, and strategic communications. -Excellent communication and storytelling skills for diverse audiences. -Strong analytical skills and familiarity with CX metrics and digital analytics tools. -8+ years of experience within a similar role -Strategic thinker with a track record of aligning delivery with long-term business and policy objectives. -Strategic mindset with a passion for designing seamless, human-centred experiences.

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About Eirgrid Group

-Operates and manages the electricity transmission grid in Ireland and Northern Ireland. -Ensures reliable delivery of power across both regions. -Plays a key role in the integration of renewable energy into the national grid. -A leader in innovation, focused on transitioning towards a cleaner energy future. -Supports the development of infrastructure for new energy sources such as wind and solar. -Involved in major projects to upgrade and enhance grid capacity and resilience. -Collaborates with governments, developers, and other utilities to advance sustainable energy solutions. -Notable for its work in facilitating the connection of large-scale renewable energy projects. -Also involved in energy market operations and system stability for a green energy transition.

Sector Specialisms