CX Project Lead

Description As the Customer Experience (CX) Project Lead, you will work the Customer Experience Manager to develop and implement programs that improve customer experience and business efficiencies aligned with our Accelerate28 strategy. This involves creating Voice of the Customer (VoC) reports to provide customer experience metrics, identify key opportunities for improvement, and develop enhanced customer journeys and business processes. You will collaborate closely with teams across the Calor organisation to support customer experience initiatives and continuous improvement projects. Additionally, you will be responsible for preparing and delivering regular program updates to senior management. Functions of the Role/Main Responsibilities: Program manage roadmap to deliver agreed initiatives as part of customer experience program. Support Customer Experience manager with Voice of the Customer programme including circulating of reports, running weekly standups, and managing action log. Map the end to end 'as is' journey and workshop 'to be' state creating detailed maps of customer journeys to illustrate the customer's experience across various channels and touchpoints. Analyse quantitative and qualitative data from NPS, customer interactions, survey feedback and market research to identify trends and insights prior to mapping exercise. Identify and document areas of friction or dissatisfaction within the customer journey and make recommendations to the business. Continuously check in with stakeholders to ensure recommendations are being actioned & measured against KPI's. Engage with assigned journey owners to review customer experience metrics and to understand any business changes/projects on a quarterly basis, ensuring the data is understood and used in important planning. Leverage, continuous improvement methodology to support our digital transformation strategy Facilitate cross-functional collaboration using design thinking and conventional analytical methodologies where practical to drive transformation efforts. Facilitate CX improvements through AI, machine learning and digital tools. Stay abreast of emerging technologies and industry trends including Generative AI and digital solutions that can enhance operational efficiency and customer experience. The Person Specification: Minimum 3 years' experience in a customer experience/continuous improvement role Education to a degree level or highly relevant compensating work experience in the service/energy industry. Strategic thinking and the ability to align long-term strategies with business goals. Proficiency in data driven decision making using analytics to inform strategies. Proven experience managing projects in a collaborative approach, working across business units, to drive results from conception to completion. Previous experience in project management or continuous improvement projects. Stakeholder management: Senior Management Team Extended Leadership Team Commercial Leadership Team Finance Team IT/Innovation and Change Customer Facing Teams Strategic Partners Suppliers/Agencies Requirements Key Behaviours: Putting People at the Heart You earn your people's trust through honesty and integrity. You treat people with care and respect. You invest in your personal growth. You provide honest feedback and encourage others to do the same. You seek diverse perspectives to achieve team goals. Setting Ambition You articulate your goals in a way everyone understands. You provide guidance through everyday actions and decision-making. You bring people along with us using our personal energy. You translate your goals and ambitions into objectives and actions. You communicate clearly, openly, and often. Ensuring Wellbeing You safeguard a safe, positive, and supportive workplace. You make sure people feel free to speak up and share opinions. You encourage initiative and pursue new ideas. You drive a culture that values, encourages, and supports diversity. You never compromise on our ethics and compliance. Problem Solving You analyse all types of information and draws well-reasoned conclusions. You probe information, weighing up the pros and cons of different solutions. You problem solve issues so that they do not reoccur. You make confident decisions based on facts and data. You accelerate learning by constantly testing, refining, and improving. Delivering Result You balance short-term success with long-term goals. You achieve ambitious goals and take accountability for results. You focus on real and relevant customer needs. You leverage the power of your networks both inside and outside the company. You show courage in trialling new solutions and delivering positive project outcomes. Benefits Annual Leave: annual leave entitlement starts at 22 days and increases with service level. Additional Days Off: Calor provide two additional paid days off, that is 27th December and Good Friday. Pension: Upon commencement of your employment with Calor you will automatically participate in the Company Defined Contribution Pension Scheme. Matching Company contribution of up to 5%. Private Health Insurance: Calor will make contributions of €568 towards your health insurance through the company's VHI Group Scheme. Life Assurance: Available to permanent employees in the event of death in service. Income Protection: If absent from work on a long-term basis over 6 months due disability or illness, 2/3's of salary less the state illness benefit will be protected subject to terms and conditions. Christmas Voucher: Employees with minimum of 6 months at 31st December may avail of a Christmas voucher under the small benefits exemption. Employee Assistance Programme: Confidential counselling and support services are available to you and your family for personal and work-related issues. Maternity Benefit: Company top-up on State benefit after one year of continuous service. Professional Development Programmes & Sponsorship: Calor will contribute to the funding of professional development of all permanent employees, subject to approval and completion of successful probation. Employee Discount on Calor Products: Discount on gas and exclusive offers for permanent Calor employees. Volunteering: We encourage all our employees to avail of the opportunity to contribute and volunteer in their local communities by providing one paid day off of volunteering leave per year. Cycle to Work Scheme: The cycle to work scheme enables you to purchase a bicycle, accessories, and safety equipment, without the liability of tax, PRSI or the Universal Social Charge on your repayments. Anti-flu vaccine: On an annual basis in October /November you can purchase the flu vaccine through a Chemist and claim back the expenses through the online expenses system Concur. Eye test: You are eligible for free eye test every 2 years and to a contribution towards spectacles. Hybrid Workers - Home Office Equipment: Desk, chair, screen, and IT equipment can be arranged with the QHSE Team. Subsidised Canteen Facilities: Subsidised catering arrangements are provided by Calor to all staff. Social events: Christmas party, family days Free Car Parking: Parking facilities available at all locations. To be considered for this role you will be redirected to and must complete the application process on our careers page. 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