Director, Customer Delivery & Experience

EirGrid Group; Dublin; On-site; EUR 150,000 - 210,000; Full time

Job summary

EirGrid Group is seeking a Director of Customer Delivery to provide enterprise leadership for shaping a proactive, evidence-based customer delivery model. You will translate customer expectations into operational change, build confidence with strategic customers and industry stakeholders, and drive continuous improvement in the customer experience.

The role requires senior leadership across the full customer journey, including engagement, application support, delivery governance and account

Qualifications

• Requires a senior leadership track record in a complex customer-facing, regulated environment.
• Proven ability to translate customer expectations into operational change and drive continuous improvement.
• Strong understanding of customer journeys, service design and performance frameworks.
• Ability to influence senior stakeholders and maintain trust during delivery challenges.

Responsibilities

• Set strategic direction for customer delivery, defining ambition for experience, delivery, and performance.
• Lead engagement with customers and industry to translate needs into practical improvements.
• Provide senior leadership across the full customer journey, including engagement, support, offers, delivery, and account management.
• Design and embed a proactive customer account management model with clear ownership and escalation paths.
• Improve transparency and control of delivery processes, including offers, handovers, and post-delivery support.
• Champion customer-facing digital enablement, including CRM systems and portals.
• Build trusted relationships with customers, developers, market participants and regulators.
• Foster a customer-centric culture and empower senior managers and teams.
• Develop and manage strategies, budgets, governance, and performance frameworks for customer delivery.

Skills

Executive presence

Stakeholder engagement

Change leadership

Strategic thinking

Customer experience improvement

Cross-functional collaboration

Education

Third-level qualification in business/engineering/economics/operations/public policy/communications/law

Postgraduate qualification (advantage)

Tools

CRM systems

Data analytics tools

Job description

EirGrid Group is seeking a Director of Customer Delivery to provide enterprise leadership for shaping a proactive, evidence-based customer delivery model. You will translate customer expectations into operational change, build confidence with strategic customers and industry stakeholders, and drive continuous improvement in the customer experience.

The role requires senior leadership across the full customer journey, including engagement, application support, delivery governance and account