UX Operations Lead | CRM & Knowledge Base Expert (Hybrid)

Coimisiún na Meán; Dublin; Hybrid; EUR 45,000 - 65,000; Full time

Job summary

Coimisiún na Meán is seeking an Executive Officer, User Experience to manage the CRM system daily, oversee inboxes, and guide outsourced agents to deliver consistent, high-quality responses. You will maintain the knowledge base and help prepare insights for internal stakeholders.

The role sits in the User Experience Department, focused on a trusted, user-friendly public service. It requires experience with MS Office and Dynamics CRM, a business/communications background, and a collaborative,

Qualifications

• Operational knowledge of contact centre environments.
• Experience managing queries in a busy operational setting.
• Ability to work in a small, flexible team.
• Ability to assess complex queries and escalate when required.
• Experience updating response templates or guidance materials.
• Experience reviewing and improving operational processes.
• Experience in regulated or compliance-focused environments.
• Proficient with Word, Excel, Teams, Outlook and Dynamics CRM.
• Third-level qualification in business, marketing or communications or equivalent.

Responsibilities

• Support day-to-day activities of the User Support Team.
• Manage emails from outsourced agents, guiding responses.
• Assist agents by updating knowledge articles, templates, and processes.
• Identify consumer trends and prepare PowerPoint presentations for internal meetings.
• Engage with internal stakeholders to obtain up-to-date information for accurate responses.

Skills

Operational knowledge

Customer-facing

Teamwork

Escalation handling

Templates & guidance

Process improvement

Regulated environment

MS Office & Dynamics CRM

Relevant degree

Education

Bachelor-level in business/marketing/communications or equivalent

Tools

Dynamics CRM

Microsoft Word

Microsoft Excel

Microsoft Teams

Microsoft Outlook

Job description

Coimisiún na Meán is seeking an Executive Officer, User Experience to manage the CRM system daily, oversee inboxes, and guide outsourced agents to deliver consistent, high-quality responses. You will maintain the knowledge base and help prepare insights for internal stakeholders.

The role sits in the User Experience Department, focused on a trusted, user-friendly public service. It requires experience with MS Office and Dynamics CRM, a business/communications background, and a collaborative,