Director of User Strategy, Growth and Experience

Role Purpose​This is a strategic and hands-on leadership role for a driven and collaborative professional who can translate organisational strategy into tangible, high-quality experiences for the public.​The Director of User Strategy, Growth and Experience will lead Coimisiún naMeán’s efforts to design, deliver and continuously improve how the organisation engages with the public. The role will be central to building an inclusive, data-driven and user-focused culture that empowers people to access information, resolve issues and understand their rights within the regulated media landscape.​Positioned within the Communications & User Support Division, the postholder will:​Lead the development and implementation of an integrated Customer Management Service that reflects Coimisiún na Meán’s vision and values.​Oversee the relationship with the outsourced service provider, ensuring performance excellence through robust KPIs, staff training, and a proactive partnership model.​Drive the evolution of user engagement channels in collaboration with ICT, ensuring that systems are fit-for-purpose, scalable, and reflect modern communication preferences.​Use data and insights to inform continuous improvement, shaping a service that evolves with the needs of the public.​Champion cross-organisational collaboration with Communications, Media Literacy, and User Education teams to deliver a consistent, trusted and empowering experience for every interaction with Coimisiún na Meán.​This position requires a strong leader who can balance strategy with operational delivery — someone who is creative, analytical, and people-focused, capable of influencing at senior levels while inspiring teams to deliver excellent customer service.​​About the Team​The User Experience Team plays a pivotal role in realising Coimisiún na Meán’s commitment to empower and support the public. The team manages all public contact points, including broadcasting and digital services queries, complaints, and general information requests. Working closely with an outsourced Customer Management Service, the team ensures that public interactions are handled efficiently, empathetically, and in line with organisational values. The in-house UX team provides governance, quality assurance, and continuous improvement through:​​Developing and maintaining knowledge bases, training resources and standard operating procedures;​Analysing service data to identify trends and drive improvement​Collaborating with colleagues across Communications, Media Literacy, and ICT to ensure that all channels are responsive and aligned with strategic priorities;​Leading public education and awareness initiatives that strengthen understanding of Coimisiún na Meán’s role and build public confidence.​The team’s work is characterised by collaboration, innovation and shared purpose -ensuring that every contact with Coimisiún na Meán contributes to a safe, inclusive, and trusted media environment.​​Key Responsibilities​The Director of User Strategy, Growth and Experience will provide strategic and operational leadership to ensure that Coimisiún na Meán delivers an inclusive, responsive, and trusted customer management service that empowers and supports the public. The postholder will: ​​1. Strategic Leadership and Service Design ​Develop and implement a comprehensive customer management and user experience strategy that aligns with Coimisiún na Meán’s vision, values, and strategic objectives.​Drive a customer-centred culture across the organisation, ensuring that every public interaction reflects empathy, integrity, and service excellence. ​Champion continuous improvement and innovation in user engagement, ensuring that systems, channels and communications evolve to meet changing public needs. ​Translate strategic goals into clear delivery plans, success measures, and reporting frameworks that demonstrate progress and impact. ​2. Customer Management Service Oversight ​Lead and oversee the outsourced Customer Management Service, ensuring that service delivery is governed by strong contractual frameworks, SLAs, and key performance indicators (KPIs). ​Build a proactive, partnership-based relationship with the provider, fostering shared accountability for quality, responsiveness, and growth in engagement volumes. ​Support the provider through training, templates, and knowledge base development to ensure that a min of 80 % of queries are resolved at first contact and that complex or regulated issues are efficiently routed within Coimisiún na Meán. ​Conduct periodic reviews of the service model and prepare for the next-generation procurement and contract award from onwards. ​3. Data, Insights and Continuous Improvement​Lead the collection, analysis, and interpretation of customer and service data to identify trends, behaviours and opportunities. ​Use insights to drive decision-making, improve quality, and inform public awareness initiatives. ​Establish data-driven feedback loops between the outsourced provider, UX team, and senior management to ensure that learning informs policy, communications, and regulatory approaches​4. Collaboration and Stakeholder Engagement ​Work closely with Communications, Media Literacy and User Education teams to ensure a consistent and trusted brand experience across all public-facing activities. ​Collaborate with ICT management to ensure that technology platforms (CRM, knowledge base, omnichannel systems) are fit for purpose, secure, and scalable. ​Engage constructively with senior internal stakeholders and external partners to influence service design and ensure integration of customer perspectives in decision-making. ​5. Team Leadership and Culture ​Lead and develop the User Experience team within Coimisiún na Meán, fostering a supportive, empowering and high-performing environment. ​Provide clarity on roles, objectives, and expected outcomes while encouraging innovation, collaboration and professional growth. ​Champion equality, diversity, and inclusion in all aspects of service design and team leadership. ​Model Coimisiún na Meán’s values and behaviours, nurturing a culture where employees feel connected to purpose and confident in delivering excellent public service. ​6. Governance, Compliance and Risk Management ​Ensure all customer management and user engagement activities comply with relevant legislation, codes, and data-protection requirements. ​Manage budgets, risk registers, and performance reports in line with Coimisiún na Meán’s governance frameworks. ​Contribute actively to divisional and corporate planning processes, linking service performance to organisational strategic outcomes. ​About You​Experience, Skills, Knowledge & Qualifications​Essential CriteriaMinimum 8 years’ proven experience delivering excellent customer service and leading multi-disciplinary teams in a complex, multi-stakeholder environment.​Demonstrated success in leading strategic projects that enhanced customer service delivery—such as new channel implementation, KPI redesign, or customer satisfaction improvement—while effectively managing budgets aligned with organisational goals. ​Strong stakeholder management skills with a proven record of influencing senior decision-makers and building collaborative relationships across internal and external partners. ​Proven ability to lead, motivate and develop teams through coaching, empowerment, and performance management, fostering an inclusive and high-performing culture. ​Exceptional communication and interpersonal skills with the ability to translate complex information into clear, engaging language for diverse audiences, both written and verbal. ​Evidence of developing and implementing creative, results-oriented marketing or awareness campaigns that improved engagement, brand reputation, or user satisfaction. ​Educated to Level 8 degree (NFQ) in Communications, Business, Marketing, or a related field. ​​Desirable Criteria​• Experience using customer insights and data analytics to inform decision-making and drive continuous improvement in customer experience or service design. ​• Proficiency in the use of customer management systems (e.g. Microsoft Dynamics or equivalent) and strong digital literacy across the Microsoft Office suite. ​• Competence in spoken Irish is desirable and will be considered an advantageKey Information​Benefits, Package & Pay​This position is offered on a Permanent basis. ​Full time, 35 hrs per week​Annual Leave: 30 days per annum ​The role will be a hybrid role combining home and office working. Our current hybrid policy is 2 days in the office.​Our office is located at One Shelbourne Buildings, Shelbourne Road, Dublin 4, D04 NP20. ​For a full list of benefits see our website here​This position is graded at the Principal Officer scale.​Successful candidates will be appointed on the first point of the scale. ​Application Process​