Customer Experience and Insights Manager

We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth. 

So, we’re passionate about helping our people to do the best work of their lives, to enable them to make a positive difference to communities all over Ireland. Our aim is to attract and develop talented and skilled people with diverse backgrounds and an evolving range of expertise and insight. We believe that such a strong workforce will help us achieve our goals and allow us to continue investing in, and advancing, Ireland’s water services. 

The Role:

The Customer Operations function develops, delivers and supports excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship ensuring timely and accurate customer services and effectively implementing the Uisce Éireann customer strategy.Sitting within the Customer Operations Function, the Customer Service team is accountable for managing and providing efficient and optimal customer service along with escalation and complaints management services in partnership with our outsourced call centre provider. 

Reporting to the Customer Service Senior Manager, the Customer Experience and Insights Manager will be responsible for the end to end Customer Experience in Uisce Éireann. 

The successful candidate will lead the Uisce Éireann customer experience strategy through implementing best practices which derive customer insights through quantitative and qualitative market research. The key outcome is, to establish a proactive customer focused organisation that responds to customer needs and delivers trusted outcomes for customers. 

Main Duties and Responsibilities:

• Design and implement a revised Customer Experience Strategy which, through storytelling and data, brings the company and C-suite closer to the customer. 
• Drive a company wide culture of delivering positive customer experiences to achieve strategic objectives of establishing both customer trust and a reputation for excellent service
• Lead engagement with the Commission for Regulation of Utilities (CRU) regarding customer experience and implement any new regulatory requirements associated with the CRU customer experience KPI’s.. 
• Lead a team consisting of two key sections
• Launch a customer journey mapping methodology and lead cross-channel, cross-functional workshops that analyze, map, develop and continuously improve service and support journey and continuously improve service and support journeys. Establish a quarterly review cadence to monitor the impact of the program against your key journey and functional metrics. 
• Work with stakeholders to enhance and develop insights from performance dashboards linking customer experience insights to operational performance metrics.
• Strategic partnership management of the outsourced partner responsible for the delivery of the external elements of the revised Customer Experience Strategy.
• Ensure expected customer experience outcomes are documented to required standards within the internal and contact centre change process. 
• Ensure alignment between the quality and training programmes in the contact centre and voice of the customer. Work with the area leads and other functions to ensure alignment and delivery of consistent customer experiences across the various teams. 

General Duties and Responsibilities 

• Collaboration with key internal stakeholders across the UÉ business and vendor partners.
• Provide visible leadership for your team, coaching and developing them to achieve their full potential and deliver business objectives, promoting collaboration and highlighting the behaviours that are expected from everyone in the team.
• Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives.
• Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards. 
• Other duties as required.

Knowledge, Skills and Experience:

• Relevant third level qualification and or accreditation is desirable 
• A minimum of 7 years Experience at a senior level Customer Experience/Customer Strategy role, preferrably in utilities.
• Experience in strategy development and management to achieve long term business goals.
• Experience of developing and maintaining effective strategic partnerships with key stakeholders including C-Suite.
• Proven ability to communicate complex information to others and to gain buyin from C-Suite level through storytelling and showcasing ROI.
• You will have a proven track record in leadership, change and transformation experience ideally in a similar utility, regulated industry or multi stakeholder environment.
• Demonstrated leadership ability, proactive development, motivation and engagement of staff
• Able to work to deadlines and adapt to changing conditions and ambiguity generating effective and pragmatic solutions to new situations and problems as they are presented.
• Experience of supporting policies, systems and controls and driving the implementation of progressive policies. 

Grade and Salary C (€80,356- €120,534)

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