Customer Insights & Research Lead (12-Month)

Electricity Supply Board; Dublin; Hybrid; EUR 71.000 - 84.000; Vollzeit

Benefits dieser Stelle

Credit Union

Sports and Social Clubs

Generous parental leave entitlements

Staff well-being programmes

Zusammenfassung

Electricity Supply Board (ESB) seeks a Research & Customer Insights Manager (Temp 12 Months) to lead ESB Networks’ customer research and insights programme. You will translate customer and stakeholder evidence into actionable recommendations to improve experience and inform planning.

Reporting to Marketing and Customer Insights, you will oversee qualitative and quantitative methods, manage a small team, and collaborate across Marketing, Operations and Stakeholder Management to drive strategic

Qualifikationen

• Minimum of seven years’ experience in market research or insight roles.
• Proven ability to manage multiple complex projects and stakeholders concurrently.
• Experience with qualitative and quantitative primary research methodologies.
• Experience in regulated, utility, infrastructure or customer‑service environments.
• Experience with survey tools such as Qualtrics.
• Knowledge of data protection, privacy and ethical requirements relevant to customer research

Aufgaben

• Own and maintain the annual customer research and insights programme, prioritising requirements against strategic, regulatory and operational objectives and ensuring clear scope, governance, timelines, ownership and expected outcomes.
• Lead the generation of customer insights, identifying key trends and applying best-in-class quantitative and qualitative research methodologies.
• Commission and oversee regular state-of-the-nation research to monitor public attitudes, customer expectations, emerging trends and wider societal issues.
• Own the delivery, analysis and reporting of Brand Health, Customer Satisfaction, National Customer Contact Centre, Vulnerable Customer and Stakeholder Tracking programmes.
• Provide regional teams with Voice of the Customer data and insights to inform priorities and actions.
• Identify customer pain points, track actions through to resolution and inform the Customer Experience Transformation Programme.
• Lead and manage the in-house survey capability, including survey design, testing, QA and analysis.
• Build relationships with Marketing, Customer Experience, Operations and other teams to inform strategy and planning.
• Manage the research budget and agency relationships to deliver projects on time and within budget.
• Develop monthly and quarterly insight dashboards highlighting findings and progress against improvements.
• Lead a small team and support performance and capability development.
• Contribute to regulatory reporting and governance, ensuring methodologies meet CRU requirements.

Kenntnisse

Analytical thinking

Communication

Stakeholder management

Ausbildung

Third-level qualification or equivalent

Tools

Qualtrics

Jobbeschreibung

Electricity Supply Board (ESB) seeks a Research & Customer Insights Manager (Temp 12 Months) to lead ESB Networks’ customer research and insights programme. You will translate customer and stakeholder evidence into actionable recommendations to improve experience and inform planning.

Reporting to Marketing and Customer Insights, you will oversee qualitative and quantitative methods, manage a small team, and collaborate across Marketing, Operations and Stakeholder Management to drive strategic