Head of Customer Experience & Engagement

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

Job summary

EirGrid is seeking a Head of Customer Relations to lead the organisation's customer experience strategy, drive account management and ensure timely issue resolution across teams in Ireland's electricity system.

The role requires senior leadership, deep stakeholder engagement, data‑driven decision making and the ability to translate customer insight into practical improvements and credible advocacy within the business.

Qualifications

• 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 environment.
• Proven track record of improving customer experience, service delivery or stakeholder engagement.

Responsibilities

• Set the strategic direction for EirGrid’s customer relations function and establish ambition for customer experience and performance.
• Lead a step-change in customer engagement, ensuring needs and feedback are understood and translated into improvements.
• Design and embed a proactive account management model with clear ownership and escalation.
• Utilise customer insight and CRM data to identify friction points and track service objectives.
• Champion customer-facing digital enablement to improve transparency and query management.

Skills

Leadership

Customer experience

Stakeholder engagement

Executive presence

People leadership

Education

Bachelor's degree or equivalent

Tools

CRM systems

Data analytics tools

Job description

EirGrid is seeking a Head of Customer Relations to lead the organisation's customer experience strategy, drive account management and ensure timely issue resolution across teams in Ireland's electricity system.

The role requires senior leadership, deep stakeholder engagement, data‑driven decision making and the ability to translate customer insight into practical improvements and credible advocacy within the business.