Technology Customer Experience Lead

EirGrid plc; Leinster; Hybrid; EUR 80,000 - 110,000; Full time

Job summary

A leading energy company in Ireland seeks a Technology Customer Experience Lead to drive organizational transformation and enhance customer experience. You will lead a multidisciplinary team, strategizing and implementing frameworks that prioritize internal customers. Ideal candidates should have over 8 years of relevant experience, strong analytical skills, and a strategic mindset. This position offers hybrid work opportunities.

Qualifications

• 8+ years of experience in technology-led transformation.
• Experience in customer/stakeholder experience and strategic communications.
• Strong understanding of digital engagement platforms.

Responsibilities

• Lead the delivery of internal customer experience improvements.
• Develop and implement CX frameworks for strategic objectives.
• Own NPS data collection and drive actions for improvement.

Skills

Strategic leadership

Customer experience design

Digital engagement expertise

Analytical skills

Communication skills

Tools

CRM systems

Digital analytics tools

Job description

Technology Customer Experience Lead (E2026058)

Job Type: Permanent Full-Time

Remote Work Option: Hybrid

Category: Information Technology

Location: County Dublin, Ireland

We are the people behind Ireland’s electricity grid. We operate the power system with world‑leading levels of renewable energy integration, ensuring everyone has power when they need it. But that’s not all—we are transforming the power system for future generations. And that’s just the beginning of our story. We have a critical purpose: to transform the power system to enable our society to reduce carbon emissions and meet our climate change and net‑zero ambitions.

The Opportunity

EirGrid has developed an ambitious Business Strategy to respond to the unprecedented level of change and opportunity in the electricity industry. Our purpose is to Transform the Power System for Future Generations, and our primary goal is to collaborate with the island’s electricity sector on sustainability and decarbonisation. The role of the Chief Transformation and Technology Office (CTTO) is to vision, lead, transform, digitise, and deliver a transformational capability that enables Ireland’s power system and market to meet the targets for 2030 and beyond.

We now have a new and exciting opportunity for a Technology Customer Experience Lead who will report to the Head of Stakeholder Engagement & Change Management, to join EirGrid. As the Technology Customer Experience Lead you will sit at the heart of this transformation in a customer‑centric role serving the business functions of EirGrid Group.

You will lead the Technology Customer Experience team – a multidisciplinary team responsible for:

• Leading improvements to enhance our internal customer and stakeholder experience.
• Developing and applying CX strategies that align with business goals and improve key journeys.
• Driving inclusive, strategic communications that build trust and support change.
• Aligning teams and influencing leaders to deliver customer‑first solutions.

Aligned with EirGrid’s strategic goals, we will look to you to drive delivery excellence, ensure business value, and enable effective decision‑making through robust governance and insight.

Key Responsibilities

• Lead the delivery of the internal customer perspective to service provision, by designing and optimising tools that enhance customer and stakeholder experience.
• Develop and implement CX frameworks that support strategic objectives and improve customer journeys.
• Own the creation of analytics and feedback tools to continuously improve internal customer engagement and communication channels.
• Create a CX strategy that incorporates all stakeholders across CTTO to ensure technology solutions are user‑centred and aligned.
• Drive strategic communications that reflect organisational values and support change and engagement.
• Take full responsibility for the delivery of Net Promoter Score (NPS) data, ensuring actionable feedback is identified and the feedback loop is closed by coordinating follow‑up actions with relevant teams to drive continuous improvement for our internal customers.
• Build and lead high‑performing teams, fostering innovation, digital literacy, and customer empathy across the organisation.

About You

• 8+ years of experience within a similar role.
• Strategic, people‑focused leadership across technology, communication, and experience design.
• Significant experience in technology‑led transformation, customer/stakeholder experience, and strategic communications.
• Strong understanding of digital engagement platforms, CRM systems, and communication technologies.
• Excellent communication and storytelling skills for diverse audiences.
• Proven ability to lead cross‑functional teams, manage priorities, and deliver measurable outcomes.
• Strategic mindset with a passion for designing seamless, human‑centred experiences.
• Strong analytical skills and familiarity with CX metrics and digital analytics tools.
• Strategic thinker with a track record of aligning delivery with long‑term business and policy objectives.

Closing date for applications

28/11/2025

Diversity and Inclusion

We’re dedicated to diversity and inclusion at EirGrid. We recognise the strength that comes from having a diverse workforce and the importance of a supportive culture for all our people to achieve their potential. Our diversity and inclusion networks have been designed to create an inclusive culture that enables our people to feel a sense of belonging at work.

As an equal opportunities’ employer, we welcome applications from people of all backgrounds. Reasonable accommodations are offered at every stage of our recruitment process.