JOB DETAILS
The purpose of the Ibec Head of Customer Experience role is to lead the strategic vision and execution of Ibec’s Integrated Customer Experience (CX) Strategy. CX is a strategic priority for Ibec, forming part of our new 3-year strategy refresh. This role is an instrumental senior management role that works closely with account management, strategy, sales, marketing, service delivery, finance and IT teams to deliver a high-impact customer journey to enhance satisfaction, loyalty and long-term value. Applications for this role will close on 13th June 2025.
The successful candidate will have the following experience:
- Have a proven track record in designing, implementing , monitoring, managing and delivering strong CX execution, leading direct and working with cross organisational teams, launching new services with CX design, and has the ability to influence and communicate the CX plan effectively.
- Champion the CX roadmap effectively to drive the best impact and value for Ibec and streamline customer experience processes to improve customer satisfaction and advocacy.
- Be able to navigate complex operating structures, integrate CX strategy effectively with other business strategies for successful outcomes.
- Ensure a persistent focus on the customer in all company metrics / KPIs.
- Map and continuously improve the end-to-end customer journey, identifying pain points and constantly seeking opportunities to innovate.
- Be able to gain learnings and insights from metrics to improve CX processes and delivery and embed CX principles into service planning and delivery.
ABOUT THE ROLE
- Champion the Ibec CX principles to deliver on the CX strategy, in consultation with the strategy transformation office, IT, and key Ibec sponsors and stakeholders.
- Championing CX and embedding the CX business case for improvements and investment by demonstrating customer impact against the roadmap and defined business metrics.
- Design and execute a common approach and processes for driving the customer experience work across the organisation, identifying operational cross-functional processes and alliances.
- Manage the in-life service delivery experience of existing services and products and is responsible for the CX design and development for new services and propositions.
- Establish metrics for defining the relationship with Ibec customers in line with the organisational strategy, including: review of NPS processes, measurement and improvement plans. Identifying baseline metrics for interaction with customers, tracking and reporting these metrics to increase reliability in key interactions.
- Implement and track customer loss process.
- Evolution of cross-company key account management processes reviewing against external benchmarks to ensure best practices are implemented.
Delivery of the Ibec customer experience Working with the Senior Management teams to drive cross-company delivery of customer experience, including:
- Build on the strong customer service culture, ensuring appropriate customer experience training and development is delivered internally, to build CX capability.
- Creating a common language and definitions for the customer experience.
- Drive accountability through cross-company data and metrics.
- Using appropriate communication and information channels to ensure all Ibec customers are aware of Ibecs customer commitments.
NOTE: This list is not exhaustive but serves to reflect the nature of the duties included in the role. Qualifications and experience- 7+ years’ experience in senior customer services role.
- Hold a primary degree in a relevant discipline, additional relevant postgraduate/professional qualifications would be an advantage.
- Deep understanding of the value of customer experience and strong insights into the role of excellent customer experience in delivering business strategy.
- Demonstrated success in developing and execution of CX strategy, methodologies and processes.
- Experience working collaboratively across the business to delivery on strategic objectives.
- Strong leadership and team working experience.
- Commitment to reviewing, developing innovative models and processes for engagement with customers and stakeholders.
- Analytical approach with experience using data to drive decision-making
- Change management experience would be advantage
- Knowledge of Ibec’s service offering.
Ibec Core Competencies
Bias towards action
- Collaborative – works together across different teams and business units
- Dynamic – approaches initiatives with careful planning, energy, drive, and resilience.
- Decisive – makes clear, well-informed decisions.
Member and Customer Focused
- Agile and Adaptive – embraces change and be adaptive to members’ needs and in ambitious situations.
- Creative and Innovative – not afraid of dynamic thinking in finding solutions.
- Curious and Critical Thinking – open minded and proactive in gathering data in developing opinions.
Drive and Personal Leadership
- Ambitious – driven and can take responsible risks.
- Accountable – committed to highest standards and takes ownership of actions.
- Continuous Improvement – proactive on personal and professional development
Ibec is an equal opportunity employer and is committed to providing reasonable accommodations for potential and existing employees with a disability. Should you wish to request a reasonable accommodation please email kenneth.kelly@ibec.ie
About us
Working in Ibec
Join Ibec and further your career.
Working in Ibec means you are part of an overall effort to deliver on a vision for Ireland to be a balanced, growing and prosperous society. We look to the workplace of the future with the changing needs of our members as well as our workforce to create a dynamic and exciting working environment.
We hire people from many backgrounds who are highly knowledgeable, engaging, professional and, most importantly, passionate about business.
