Executive Officer, User Experience, Specified Purpose Contract

Coimisiún na Meán; Dublin; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Coimisiún na Meán is seeking an Executive Officer, User Experience to manage the CRM system daily, oversee inboxes, and guide outsourced agents to deliver consistent, high-quality responses. You will maintain the knowledge base and help prepare insights for internal stakeholders.

The role sits in the User Experience Department, focused on a trusted, user-friendly public service. It requires experience with MS Office and Dynamics CRM, a business/communications background, and a collaborative,

Qualifications

• Operational knowledge of contact centre environments.
• Experience managing queries in a busy operational setting.
• Ability to work in a small, flexible team.
• Ability to assess complex queries and escalate when required.
• Experience updating response templates or guidance materials.
• Experience reviewing and improving operational processes.
• Experience in regulated or compliance-focused environments.
• Proficient with Word, Excel, Teams, Outlook and Dynamics CRM.
• Third-level qualification in business, marketing or communications or equivalent.

Responsibilities

• Support day-to-day activities of the User Support Team.
• Manage emails from outsourced agents, guiding responses.
• Assist agents by updating knowledge articles, templates, and processes.
• Identify consumer trends and prepare PowerPoint presentations for internal meetings.
• Engage with internal stakeholders to obtain up-to-date information for accurate responses.

Skills

Operational knowledge

Customer-facing

Teamwork

Escalation handling

Templates & guidance

Process improvement

Regulated environment

MS Office & Dynamics CRM

Relevant degree

Education

Bachelor-level in business/marketing/communications or equivalent

Tools

Dynamics CRM

Microsoft Word

Microsoft Excel

Microsoft Teams

Microsoft Outlook

Job description

The Executive Officer, User Experience plays a key role in supporting the effective and efficient operation of the User Experience team by managing the CRM system daily in line with established processes, ensuring data accuracy and smooth workflow across all user support activities. The role includes oversight of shared inboxes, prioritising queries, and providing clear guidance to outsourced agents to ensure consistent, high-quality user responses. It involves maintaining and enhancing the knowledge base by updating articles, templates, workflows, and internal reference materials to reflect evolving requirements and insights. Monitors trends and emerging issues to help inform improvements and decision-making, while contributing to the preparation of reports and presentations that communicate key insights while also engaging with internal stakeholders to gather information for accurate responses.

About the Team/Division

The User Experience Department is responsible for creating a trusted, user-centric experience that enables the public to access information, understand their rights, resolve issues effectively, and engage confidently with Coimisiún na Meán.

The department is made up of three interconnected pillars: Service Operations, which delivers high-quality customer support and service oversight; Service Design, which uses insight and evidence to continuously improve services; and Brand & Engagement, which strengthens public awareness, confidence and trust through effective communication and engagement. Together, these pillars ensure that every interaction with Coimisiún na Meán is clear, respectful and supportive, providing consistent user experiences, valuable customer insights, and increased public trust.

Key Responsibilities

• Support the day-to-day activities of the User Support Team.
• Manage emails from the outsourced service provider’s agents, providing guidance and advice on how to respond to queries.
• Support agents by responding to emails, keeping knowledge articles accurate, developing templates where appropriate, and updating processes and procedures to improve the service.
• Identify consumer trends and issues arising from contacts and prepare PowerPoint presentations for internal meetings and meetings with the outsourced service provider.
• Engage with internal stakeholders as needed to obtain up-to-date information and inform responses.

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You

Experience, Skills, Knowledge & Qualifications

• Operational knowledge of contact centre environments, with experience working in a customer-facing organisation.
• Experience managing queries or workloads in a busy operational environment.
• Ability to work effectively as part of a small, flexible team.
• Ability to assess complex or sensitive queries, apply relevant guidance, and identify when escalation is required.
• Experience developing and updating response templates or guidance materials.
• Experience reviewing and improving operational processes and procedures.
• Experience working in a regulated or compliance-focused environment, including applying legislation, policies, or regulatory guidance to customer queries.
• Proficient user of Microsoft office suite particularly Word, Excel, Teams, Outlook and Dynamics(CRM).
• Third level qualification in business, marketing or communications or other relevant discipline, or equivalent practical experience.

Key Information

• This position is offered on a Specified Purpose Contract basis.
• Annual Leave: 23 days per annum
• The role will be a hybrid role combining home and office working. Our current hybrid policy is 2 days in the office.
• Our office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20.
• For a full list of benefits see our website here
• This position is graded at the Executive Officer scale
• Successful candidates will be appointed on the first point of the scale.

Eligible Candidates must be:

(a) A citizen of the European Economic Area (EEA). The EEA consists of the Member States of the European Union, Iceland, Liechtenstein and Norway; or

(b) A citizen of the United Kingdom (UK); or

(c) A citizen of Switzerland pursuant to the agreement between the EU and Switzerland on the free movement of persons; or

(d) A non-EEA citizen who has a stamp 4 permission* or stamp 5 permission.

(e) Hold valid Temporary Protection permission granted by the Irish Government under the EU Temporary Protection Directive, entitling them to work in Ireland without an employment permit.

*Please note that a 50 TEU visa, which is a replacement for Stamp 4EUFAM after Brexit, is acceptable as a Stamp 4 equivalent

To qualify candidates must meet one of the citizenship criteria above at the time of application.

• People Management
• Analysis & Decision Making
• Delivery of Results
• Interpersonal & Communication Skills
• Drive & Commitment to Public Service Values

Privacy Notice

Coimisiún na Meán (An Coimisiún, CnaM, we, our) processes the personal data arising as a result of its recruitment campaign. The Data Controller is CnaM, and the Data Processor appointed by CnaM to conduct the recruitment process is CPL. The Data Controller’s contact details are - Data Protection Officer, Coimisiún na Meán 1 Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20, Ireland.

CnaM will process the personal data collected during the recruitment process for the purpose of the review, consideration and selection of applications and the contacting of applicants. Third party recipients may include CnaM representatives. CnaM does not transfer personal data outside of the EU or EEA.

CnaM’s legal bases for collecting and processing this data may include:

- Contract - where the processing is necessary for the performance of a contract, or in order to take steps at the request of the data subject prior to entering into a contract

and/or

- Consent - where you have given explicit consent to the processing (e.g. reasonable accommodations)

The personal data processed will be stored securely. This data will be stored for a maximum of 12 months in the event of an unsuccessful application.

Applicants have the right to access their data and to rectify any inaccuracies in their data. To do this, please write to the Data Protection Officer at the address listed above. Applicants have the right, where appropriate, to the erasure of their data and/or a restriction on processing of their data. In addition, data subjects have the right to lodge a complaint with the Data Protection Commission. Our full Data Protection Statement is available here: https://www.cnam.ie/governance/data-protection-privacy/privacy-statement/

Selection Process

The selection process will include:

Shortlisting of candidates based on the information provided in their application, assessed against the specified criteria for the role. Candidates shortlisted will be invited to a competency-based interview which will be conducted in person at our Dublin office.

Reasonable Accommodations

Reasonable accommodations will be provided, if required, during the recruitment process. To discuss and request reasonable accommodations in confidence please contact Angeline McKiernan at [e-mail]

Coimisiún na Meán is an equal opportunities employer. We welcome applications from candidates with diverse backgrounds and are committed to championing an inclusive and diverse workforce which reflects modern Ireland. We work to create a culture where everyone has equal access to opportunity and feels comfortable to be their authentic selves at work.