Director of Customer Delivery

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

As Transmission System Operator, EirGrid is at the heart of Ireland’s electricity system, ensuring that power flows safely and reliably from where it is generated to where it is needed. EirGrid manages the real-time operation of the power system and oversees the wholesale electricity market, balancing supply and demand every second of the day. We strengthen system resilience through the development and operation of interconnectors to other countries and are also responsible for planning and developing the transmission network, investing in necessary upgrades and expansion to meet Ireland’s growing demand and support the transition to a low-carbon future. Our role is expanding significantly to include operating, developing, and owning Ireland’s offshore transmission grid, a critical step in harnessing the potential of offshore wind energy.

The Opportunity

The Director of Customer Delivery will be appointed to provide enterprise leadership for this agenda. This is a senior, high-impact role for a leader who can translate customer expectations into operational change, build confidence with strategic customers and industry stakeholders, and mobilise the organisation around continuous improvement in the customer experience.

The successful candidate will bring the presence, judgement and delivery focus to operate credibly at Director level while staying close to the practical realities of customer service, connections, delivery constraints and issue resolution. They will shape and lead a proactive, evidence-based and accountable customer delivery model, using customer insight, account management, structured engagement, digital tools and performance measures to improve service, build trust and support the timely delivery of Ireland’s energy ambitions.

Key Responsibilities

• Set the strategic direction for EirGrid’s customer delivery function, establishing a clear ambition for customer experience, delivery, account management and customer-focused performance.
• Lead a step-change in how EirGrid engages with customers and industry, ensuring customer needs, expectations and feedback are understood, prioritised and translated into practical improvements in service and delivery.
• Provide senior leadership across the full customer journey, including early engagement, customer clinics, application support, connection offer processes, delivery-stage engagement, energisation and enduring account management.
• Create stronger organisational ownership of customer outcomes, working across the organisation to provide a more coherent and coordinated customer experience.
• Design and embed a proactive customer account management model with clear ownership, structured escalation, timely communication, effective issue resolution and credible advocacy for customers within EirGrid.
• Improve the quality, predictability and transparency of customer delivery processes, including connection offers, handovers, delivery governance, outage-related engagement, operational interfaces and post-delivery support.
• Use customer insight, surveys, lessons learned, pulse checks, CRM data and engagement feedback to identify friction points, focus improvement effort and track progress against customer service and delivery objectives.
• Champion customer-facing digital enablement, including CRM and customer information portals, to improve transparency, accessibility, query management and consistency of communication.
• Build trusted relationships with customers, developers, market participants, industry representative bodies and senior internal leaders.
• Act as a visible champion for a customer-centric culture, influencing senior leaders and teams to place the customer voice at the centre of planning, prioritisation, delivery and continuous improvement.
• Lead, develop and empower senior managers and customer-facing teams, building capability, accountability, collaboration and pace.
• Develop and manage functional strategies, budgets, governance arrangements and performance frameworks for customer delivery, ensuring decisions are guided by EirGrid’s strategy, customer needs and long-term value for the electricity system.

About You

• A third level qualification in a relevant discipline such as business, engineering, economics, operations, public policy, communications, law or a related field; a postgraduate qualification would be an advantage.
• Significant senior leadership experience in a complex customer-facing, regulated, infrastructure, utility, energy, telecoms, transport, engineering, public service or business-to-business environment.
• A proven track record of improving customer experience, service delivery, account management, stakeholder engagement or operational performance at scale.
• Strong understanding of complex customer journeys, service design, issue resolution, escalation management, performance frameworks and continuous improvement.
• Demonstrated ability to build confidence with senior customers, developers, market participants, regulators, industry bodies and executive colleagues.
• Experience leading change across functional boundaries, bringing clarity, pace and accountability to areas where delivery depends on multiple teams and competing priorities.
• Experience using customer insight, CRM, digital tools, surveys, reporting or lessons learned to drive measurable service improvement and stronger organisational decision-making.
• Commercial, regulatory and delivery judgement, with the ability to balance customer needs, system requirements, public interest obligations, policy constraints and long-term strategic priorities.
• Strong executive presence, communication skills and judgement, with the ability to influence senior stakeholders, explain complexity clearly and maintain trust through challenging delivery issues.
• An understanding of the Irish energy sector, regulated utilities, grid connections, market operations or critical national infrastructure would be a strong advantage, but candidates from adjacent complex sectors may also bring highly relevant experience.

Closing date for applications

23rd October 2026

As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.