Research & Customer Insights Manager [Temp 12 Months]

ESB; Cork; Hybrid; EUR 71,000 - 84,000; Full time

Benefits offered by this job

Generous Pension

Staff well-being programmes

Parental leave entitlements

Diversity & inclusion culture

Job summary

ESB Networks is seeking a Research and Customer Insights Manager to lead the customer research and insights programme, translating evidence into actionable recommendations that improve customer experience and inform business planning.

You will oversee qualitative and quantitative methods, manage a small team, and report on brand health, customer satisfaction and stakeholder metrics. Hybrid working in Ireland with regional collaboration.

Qualifications

• 3rd level qualification or equivalent work experience.
• At least seven years in market research or insight roles.
• Proficient with qualitative and quantitative research methodologies.
• Ability to manage multiple complex projects and stakeholders.
• Strong analytical and problem-solving skills with data-driven decisions.
• Excellent communication and ability to influence at senior levels.
• Desirable: experience in regulated, utility or customer service environments.
• Desirable: experience with survey tools such as Qualtrics.
• Desirable: knowledge of data protection and privacy requirements.

Responsibilities

• Own and maintain the annual customer research and insights programme, prioritising requirements against strategic, regulatory and operational objectives.
• Lead the generation of customer insights, identifying key trends and applying research methodologies.
• Commission and oversee regular state-of-the-nation research, translating findings into insights that inform strategy and planning.
• Own delivery and reporting of Brand Health, Customer Satisfaction and other programmes, translating findings into action plans.
• Provide regional teams with Voice of the Customer data to identify priorities and improve satisfaction.
• Lead in-house survey capability: design, scripting, testing, QA, monitoring and analysis.
• Build relationships with stakeholders across Marketing, Customer Experience, Operations and more to inform strategy.
• Manage research budget and agency relationships to ensure on-time, within-budget delivery.
• Develop monthly/quarterly insight dashboards highlighting key findings and progress.

Skills

Market research

Qualitative & quantitative methods

Stakeholder management

Analytical thinking

Senior-level communication

Education

Third level qualification

Tools

Qualtrics

Job description

Position Description

Reporting to the Marketing and Customer Insights Manager, the Research and Customer Insights Manager will lead ESB Networks’ customer research and insights programme. The role will generate and translate robust customer, stakeholder and marketing evidence into actionable recommendations that improve customer experience, support operational efficiency and inform communications and business planning.

Key Responsibilities

• Own and maintain the annual customer research and insights programme, prioritising requirements against strategic, regulatory and operational objectives and ensuring clear scope, governance, timelines, ownership and expected outcomes.
• Lead the generation of customer insights, identifying key trends and applying best-in-class quantitative and qualitative research methodologies.
• Commission and oversee regular state-of-the-nation research to monitor public attitudes, customer expectations, emerging trends and wider societal issues, translating findings into insights that inform strategy, communications and business planning.
• Own the delivery, analysis and reporting of Brand Health, Customer Satisfaction, National Customer Contact Centre, Vulnerable Customer and Stakeholder Tracking programmes, and other strategic customer research programmes, translating findings into tangible action plans.
• Provide regional teams and stakeholders with regular, accessible Voice of the Customer data and insights, enabling them to identify priorities, take informed action and improve customer satisfaction.
• Identify customer pain points through customer journey analysis, research, Voice of the Customer channels and employee feedback; track actions through to resolution and inform the Customer Experience Transformation Programme.
• Lead and manage the in-house survey capability, including survey design and scripting, testing, quality assurance, response monitoring and analysis.
• Build effective relationships and partner with key stakeholders across Marketing, Customer Experience, Operations, Stakeholder Management, Networks Projects and Customer Delivery teams, providing evidence and actionable recommendations to inform strategy and planning.
• Manage the research budget and agency relationships, ensuring research projects are delivered to a high standard, on time and within budget for stakeholders across the business.
• Develop and communicate monthly and quarterly insight dashboards, highlighting key findings, emerging trends, priorities and progress against improvement actions.
• Provide high-quality marketing analysis and performance reporting to evaluate the effectiveness and return on investment of integrated marketing campaigns, digital products and services.
• Lead, manage and develop a small team, setting clear priorities, supporting performance and capability development, and fostering a collaborative, high-performing culture.
• Lead the research and insight inputs required for regulatory reporting and customer incentive governance, including CSAT, ESATRAT and vulnerable customer measurement, ensuring methodologies, outputs and supporting documentation meet agreed CRU and business requirements.
• Maintain robust research governance and quality-assurance processes across commissioned and in-house research, including methodology, sampling, questionnaire design, data quality, documentation, approval and version control.
• Keep project information organised and up to date to ensure continuity during the contract and a successful hand back at the end.

Essential

Experience and Qualifications

• Either 3rd level qualification or equivalent work experience is essential.
• A minimum of seven years’ experience in market research or insight roles.
• Demonstrated proficiency with a comprehensive range of qualitative and quantitative primary research methodologies.
• Proven ability to manage multiple complex projects, priorities and stakeholders concurrently.
• Strong analytical and problem-solving skills with the ability to support data-driven decision-making and proven attention to detail.
• Excellent communication and ability to influence at senior level, translating complex findings into clear recommendations for senior decision makers.

Desirable

• Experience in a regulated, utility, infrastructure or customer-service environment.
• Experience with survey tools such as Qualtrics.
• Knowledge of data protection, privacy and ethical requirements relevant to customer research

Location

The location of this position is flexible, preferable location between either Leopardstown, Dublin or Wilton, Cork. An appropriate base location will be determined in consultation with the successful candidate. Periodic travel between Leopardstown & Cork, and to other locations, will be a feature of the role, full clean driving license and access to a car will be required.

Smart Working at ESB is designed to make ‘in-person’ time together as purposeful as possible while also enabling the effective use of digital tools and hybrid arrangements to preserve our commitment to flexibility. The successful candidate may work flexibly within the jurisdiction where they have been employed, with attendance at the workplace for in-person collaboration at least two days per week. All Smart Working arrangements are subject to regular review based on the operational requirements of the role, the team, and the business.

Reporting To

ESB Networks Marketing Manager

Why Work with Us?

• Opportunity to lead Ireland’s transition to net zero carbon future
• Career development through mentoring and training
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• Generous Pension
• Access to staff well-being programmes
• Generous parental leave entitlements
• Strong values-based and inclusive culture
• Strong commitment to diversity, equity and inclusion
• Great team environment working to our Core Values: Courageous, Caring, Driven and Trusted

Salary

€71,000 to €84,000 per annum

Closing Date

11th November 2026

Please note that we reserve the right to close this vacancy prior to the advertised closing date if we receive a high volume of applications. We encourage candidates to submit their applications as soon as possible to avoid disappointment as the application process may close earlier than expected

Interview

Candidates who are shortlisted for interview will complete a Behavioural Interview based on each of the following Behaviours, which underpin how we work at ESB and are critical to delivering our strategy:

• Accountable and Ethical
• Collaborative
• Growing and Adaptive
• Proactive
• Respectful and Supportive

More information available on Our People Promise

Notes

• Your application will be held in reserve for 6 months should you be suitable for the role.
• The successful candidate will be required to evidence their right to work in the Republic of Ireland / UK prior to commencement of employment.