Stakeholder & Flexibility Experience Manager NNLCP

2 weeks ago

Dublin, Dublin City, Ireland ESB Full time

Position Description

The Stakeholder & Flexibility Experience Manager for the National Network, Local Connections Programme will be responsible for ensuring that the experience of the flexibility participants (customers and organisations who sign up as participants in our flexibility services) is considered and optimised in the delivery of this programme.

Key Responsibilities

Participant Experience 

Ensure timely and relevant participant experience representation and consideration within programme activities, workshops, and deliverables.  Utilise research & insights to ensure that the experience of the participant is considered throughout the distinct phases of the programme. Working with the Stakeholder and Engagement Manager to ensure relationship management across key stakeholder groups across within industry, community, customer, and business segments is prioritised. 

Participant Journeys 

Definition and management of the key participant personas (per stakeholder group) to help define and represent these within programme activities.  Definition, ongoing management, and optimisation of the key participant journeys (per key end to end processes for each initiative) to support analysis and understanding of the experience of the participant and critical success factors/moments that matter in the realisation of this.  Define key changes required for the implementation of the desired participant experience & journey. 

Steer, support, monitor and drive improvement in the operational delivery of the participant experience 

Work closely with stakeholders within the programme (e.g. within Stakeholder & Engagement Team, Account Handlers, Stakeholder & Communications Team, Solution Integrity Team, Market Design Team, PMO) as well as across the broader ESB Networks business in order to roll out and realise the defined participant journeys and overall participant experience.  Developing and deploying a participant experience measurement and monitoring approach to influence and refine future programme activities and designs.

Supporting Schemes, Initiatives and the Enduring Solution

Providing strong input within workshops and deliverables as to the perspective of the participant and the experience required to ensure propositions are customer intimate. Participant engagement activity management to support actively engaging with key customers. 

Other

Management of project suppliers for customer experience related activities.  Working in partnership with internal stakeholders to deliver on elements of the programme.  Working closely with the project team in the National Network, Local Connections programme. 

Knowledge, Skills and Experience

Essential

Business or relevant Arts Degree or equivalent work experience is essential. Minimum 4-5 years' experience in similar role.  Proven experience in customer experience and/or relationship management.  Proven experience in stakeholder relationship management. Experience in management of third-party suppliers.  Excellent communication and project management skills.

Desirable

Experience working with industry customers in a regulatory environment. Self-motivated, conscientious self-starter with the ability to work on their own as well as part of a team. Good organisational and communication skills with the ability to work to tight deadlines.  Excellent writing, proofing, presentation, and communication skills.  A proven ability to work well with multiple stakeholders across the business.  A huge passion advocating for the customer.  Some experience in communications. 

Qualifications

Business or relevant Arts Degree or equivalent work experience is essential.

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