Senior Customer Experience Champion - Dublin Region

Permanent Tsb; Dublin; On-site; EUR 42,000 - 54,000; Full time

Job summary

Permanent TSB in the Dublin region is seeking a Senior Customer Experience Champion to support branch operations, drive excellent customer service, and promote Omni-Channel sales. You will work with the Branch Lead to meet business objectives in a compliant manner and develop your skills through our Black Belt program.

You will coach colleagues, ensure right-first-time compliance, handle customer queries, and promote local activities to grow new business while maintaining strong relationships

Qualifications

• QFA or APA in Loans and Savings & Investments with up-to-date CPD hours.
• Active engagement in Continuous Professional Development.
• Strong interpersonal and communication skills to deliver outstanding customer experience.
• Significant proven sales, customer service or clerical experience in a regulatory compliant environment.
• Committed to and enjoys working in a sales environment.

Responsibilities

• Ensure branch plans are coordinated and branch activities are actioned.
• Coach branch colleagues to embed Blackbelt program learnings and enhance customer engagement.
• Ensure compliance awareness and 'right first' time performance by the team.
• Support day-to-day customer service operations within the branch.
• Provide excellent customer service and advise on product/financial needs face-to-face and over the phone.
• Take ownership of customer queries in a professional and compliant manner.
• Generate and execute sales from lead to fulfilment within the Omni-Channel framework.

Skills

Customer service

Sales

Communication

Regulatory compliance

Stakeholder engagement

Education

QFA or APA in Loans and Savings & Investments

Job description

Current Date\\Time 13-September-2026 18:09

Job Title: : Senior Customer Experience Champion - Dublin Region Vacancy ID : 101606

Vacancy Type : Permanent

Post Date : 11-Sep-2026 Close Date : 25-Sep-2026

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

As a Branch Senior Customer Experience Champion, you will work collaboratively with your team and Branch Lead to support the efficient delivery of business objectives and the day to day branch operations in a compliant manner. You will actively develop your skills through participation in our Blackbelt program whilst ensuring you meet the needs of our customers through promotion of our Omni-Channel approach. You will become familiar with the Banks Customer Segmentation Strategy and take part in 'in branch' and localised promotional activities within the territory to identify new business opportunities to increase new customer acquisition whilst maintaining positive relationships with existing customers.

Responsibilities:

• Ensure Branch plans are coordinated and Branch activities are actioned.
• Coach Branch Colleagues to ensure the key learnings of Blackbelt program are embedded, including; enhanced customer engagement and education of customers on all channels available to meet their needs.
• Ensure the team fully understand their impact on compliance, and embed the term 'right first' time, recognising good compliant performance. Lead by example.
• Support in the day to day operation of customer service within the branch.
• Provide an excellent level of customer service and advice our customers throughout their product /financial needs journey, further improving the customer experience with both over the phone and face to face interactions.
• Take ownership and deal with customer queries in an effective, professional and compliant manner.
• Generate and execute sales from lead to fulfilment in accordance with the Omni-Channel ethos and activity management system.

Requirements:

• QFA or APA in Loans and Savings & Investments, with up-to-date CPD hours for the relevant CPD years.
• Actively engaged in Continuous Professional Development
• Strong interpersonal and communication skills with a dedication to providing an outstanding customer experience
• Have significant level of proven sales, customer service or clerical experience in a regulatory compliant environment
• Committed to and enjoys working in a sales environment

This is a Permanent position based in Dublin, the Republic of Ireland.

Is this you?

We reserve the right to draw up a shortlist for interview.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.