Research & Customer Insights Manager [Temp 12 Months]

Electricity Supply Board; Dublin; Hybrid; EUR 71,000 - 84,000; Full time

Benefits offered by this job

Credit Union

Sports and Social Clubs

Generous parental leave entitlements

Staff well-being programmes

Job summary

Electricity Supply Board (ESB) seeks a Research & Customer Insights Manager (Temp 12 Months) to lead ESB Networks’ customer research and insights programme. You will translate customer and stakeholder evidence into actionable recommendations to improve experience and inform planning.

Reporting to Marketing and Customer Insights, you will oversee qualitative and quantitative methods, manage a small team, and collaborate across Marketing, Operations and Stakeholder Management to drive strategic

Qualifications

• Minimum of seven years’ experience in market research or insight roles.
• Proven ability to manage multiple complex projects and stakeholders concurrently.
• Experience with qualitative and quantitative primary research methodologies.
• Experience in regulated, utility, infrastructure or customer‑service environments.
• Experience with survey tools such as Qualtrics.
• Knowledge of data protection, privacy and ethical requirements relevant to customer research

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.
• Own the delivery, analysis and reporting of Brand Health, Customer Satisfaction, National Customer Contact Centre, Vulnerable Customer and Stakeholder Tracking programmes.
• Provide regional teams with Voice of the Customer data and insights to inform priorities and actions.
• Identify customer pain points, track actions through to resolution and inform the Customer Experience Transformation Programme.
• Lead and manage the in-house survey capability, including survey design, testing, QA and analysis.
• Build relationships with Marketing, Customer Experience, Operations and other teams to inform strategy and planning.
• Manage the research budget and agency relationships to deliver projects on time and within budget.
• Develop monthly and quarterly insight dashboards highlighting findings and progress against improvements.
• Lead a small team and support performance and capability development.
• Contribute to regulatory reporting and governance, ensuring methodologies meet CRU requirements.

Skills

Analytical thinking

Communication

Stakeholder management

Education

Third-level qualification or equivalent

Tools

Qualtrics

Job description

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Research & Customer Insights Manager [Temp 12 Months]

Vacancy Number: 29361

Category: Marketing

Job Type: Temporary Full-time

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.

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.
• 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 tonet zero carbon future
• Career developmentthrough mentoring andtraining
• Corporate Social Responsibility Opportunities
• Sports and Social Clubs
• Networking opportunities
• Credit Union
• 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

€71,000 to €84,000 per annum

Closing Date

11th November 2026

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:

• 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.

Diversity, Equity and Inclusion Statement

ESB is committed to being an equal opportunities employer. We welcome applications from all sections of society and ensure that no one is discriminated against on the grounds of race, religion or belief, ethnicity or nationality, disability, age, citizenship, marital status, domestic or civil partnership status, sexual orientation or gender identity, or any other basis as protected by law.

Applicants who anticipate requiring assistance or reasonable accommodations for any part of the application or interview process may contact, in confidence, [e-mail].

About ESB

Join us in our mission to achieve a net-zero electricity system by 2040. ESB is Ireland’s leading energy utility, with activities spanning electricity generation, transmission and distribution, energy supply, energy services and international consultancy. Operating in Ireland, Northern Ireland and Great Britain, we invest over €1 billion each year to deliver a new energy future based on reliable, affordable zero-carbon electricity.