Customer Experience Leader

2 days ago

Dublin, Dublin City, Ireland beBeeTransformation Full time €60,000 - €70,000
Lead Strategic Contact Centre Transformation Initiatives

We are seeking a highly capable and results-driven professional to lead the delivery of strategic transformation initiatives across customer contact operations.

This is an exciting opportunity to work on complex, high-impact programmes while being part of a dynamic consultancy environment. This role will operate on a hybrid model, with at least 2 days working in the Dublin office per week.

Key Responsibilities:

  • Develop and manage end-to-end project plans, budgets, and resources to deliver successful contact centre transformations.
  • Collaborate with stakeholders across Customer Operations, IT, Product, and Finance, alongside external vendors to ensure effective programme delivery.
  • Identify and mitigate risks, dependencies, and develop strategies to ensure measurable outcomes.
  • Support change management through workshops, training, and communications to drive business impact.
  • Track milestones, KPIs, and benefits realisation to ensure programme success.
  • Align with client governance and company transformation pillars.

Required Skills and Qualifications:

  • Strong understanding of contact centre technologies (cloud telephony, CRM, WFM, AI/automation).
  • Demonstrable experience in change management with a focus on process improvement (LEAN, Six Sigma etc).
  • Excellent stakeholder and vendor management skills.
  • Proven track record in both agile and waterfall methodologies.
  • Ability to translate business needs into structured delivery plans.
  • Strong analytical mindset with a focus on customer experience outcomes.
  • Hands-on experience with Amazon Connect or similar cloud platforms.
  • Knowledge of the airline or travel industry.
  • Professional certifications (PRINCE2, PMP, Agile).

What's in it for you:

  • An opportunity to join a fast-growing company.
  • Options for career advancement.
  • Learning and development opportunities.
  • Flexible working environment.
  • Competitive salaries based on experience.

At our organisation, we strive to be an inclusive community of open-minded individuals with different backgrounds and we are committed to fostering, cultivating and preserving a culture of diversity, equity and inclusion.

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