Head of Customer Delivery & Experience

EirGrid Group; Dublin; On-site; EUR 120,000 - 180,000; Full time

Job summary

EirGrid Group, Ireland’s electricity system operator, is seeking a Director of Customer Delivery to lead enterprise‑wide customer outcomes and experience initiatives. The role requires strategic judgment, strong delivery focus and credibility with major customers and regulators.

You will set direction for customer delivery, build accountable teams, embed digital enablement, and translate customer insight into measurable improvements across the full customer journey, from engagement to

Qualifications

• Senior leadership experience in a complex, regulated environment.
• Proven ability to improve customer outcomes and drive performance.
• Strong stakeholder engagement across executives, regulators and customers.
• Experience leading change across functional boundaries with pace.
• Ability to translate customer insight into measurable improvements.

Responsibilities

• Set strategic direction for customer delivery and customer-focused performance.
• Lead engagement with customers and industry to translate needs into improvements.
• Provide senior leadership across the full customer journey from engagement to post-delivery support.
• Design and embed a proactive customer account management model.
• Improve transparency and consistency of delivery processes and governance.
• Champion customer-facing digital enablement and CRM initiatives.
• Build and empower senior managers and customer-facing teams.

Skills

Executive leadership

Stakeholder management

Change management

Strategic thinking

Customer-centric culture

Communication skills

Education

Bachelor's degree in business, engineering, economics, operations, public policy

Postgraduate qualification advantageous

Tools

CRM systems

Digital tools / data analytics

Job description

EirGrid Group, Ireland’s electricity system operator, is seeking a Director of Customer Delivery to lead enterprise‑wide customer outcomes and experience initiatives. The role requires strategic judgment, strong delivery focus and credibility with major customers and regulators.

You will set direction for customer delivery, build accountable teams, embed digital enablement, and translate customer insight into measurable improvements across the full customer journey, from engagement to