Senior Manager, Customer Insights & Experience

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

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.