Customer Experience Engagement And Planning Lead

Customer Experience Engagement and Planning Lead, Dublin

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Date: 23 Feb 2026

Location: Dublin, IE, IE

Company: Allied Irish Bank

Location/Office Policy: Molesworth Street/Hybrid (3 days onsite)

• Do you have a passion for enabling cultural change focused on customer experience excellence? 
• Do you have experience in supporting and delivering engaging and innovative solutions to enhance understanding of customer experience excellence?
• Do you like working with cross functional teams and driving change through strong stakeholder management?

What is the Role:

We are seeking a visionary and delivery-focused CX Engagement and Planning Lead reporting into the Head of CX Intelligence function within the Customer Experience & Transformation (CXT) team.

The CX Engagement & Planning Lead is responsible for driving organisation‑wide engagement around customers, customer experience skills, and a customer‑centric culture. The role plays a critical enablement function within the Customer Experience Transformation team and the wider Chief Customer Office, translating the Customer First strategy into tangible, engaging, and scalable Customer Experience activities for employees across the organisation.

This role focuses on activating customer‑centric behaviours through structured Customer Experience engagement programmes, capability‑building initiatives, and cultural rituals that help colleagues understand, connect with, and act on customer needs in their day‑to‑day roles

Key accountabilities:

Customer‑Centric Culture & Customer Experience Engagement

• Lead the design and delivery of employee customer experience engagement initiatives that build understanding of customers, customer needs, and desired customer first behaviours.
• Act as a cultural champion for Customer Experience Transformation, embedding customer‑centric thinking into everyday ways of working.
• Develop and maintain engaging internal narratives, stories, and artefacts that bring our customers’ experiences to life for employees.

Customer Advocate Network

• Establish, grow, and manage a Customer Advocate Network across head office and key business areas.
• Define the purpose, roles, and expectations of customer advocates, ensuring alignment to Customer First priorities and our Customer Experience transformation.
• Enable advocates through Customer Experience toolkits, playbooks, learning sessions, and regular forums to share insights, best practice, and customer stories.
• Create a sense of community and recognition among advocates to sustain momentum and impact.

Customer Experience Training & Capability Building

• Design and roll out customer‑focused learning initiatives, including CX fundamentals, customer empathy, and practical experience‑led skills.
• Partner with Learning & Development to integrate customer experience capability into onboarding, leadership development, and role‑specific training.
• Support teams to translate learning into action by reinforcing behaviours through practical activation activities and follow‑up engagement.

Customer Experience Activation Activities & On‑Site Engagement

• Plan and deliver customer engagement and activation activities across our locations
• Coordinate campaigns and moments‑that‑matter that reinforce Customer Experience transformation and Customer First priorities throughout the year.
• Ensure activities are inclusive, relevant, and tailored to different functions and audiences.

Measurement & Continuous Improvement

• Define success measures for Customer Experience engagement and culture initiatives (e.g. participation, sentiment, advocacy, capability uplift).
• Gather feedback from employees and advocates to continuously improve Customer Experience engagement approaches.
• Track and report progress, impact, and insights to senior stakeholders.

What you Will Bring:

• Proven experience (5+ years) in customer experience, employee engagement, change, culture, learning, or transformation roles.
• Strong understanding of customer experience principles and frameworks and the role of culture and capability in delivering great customer outcomes.
• Experience designing and delivering engagement programmes, communities of practice, or networks.
• Excellent facilitation, communication, and storytelling skills.
• Strong stakeholder management skills with the ability to influence without direct authority.
• Highly organised, with the ability to manage multiple initiatives simultaneously.

Why work for AIB: 

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.

Some of our benefits include;

• Market leading Pension Scheme
• Healthcare Scheme
• Variable Pay
• Employee Assistance Programme
• Family leave options
• Two volunteer days per year

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

• Customer First
• Instils Trust
• Promotes Innovation
• Performs and Transforms
• Stakeholder Management
• Project Management

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Mia, at careers@aib.ie for a conversation.

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at careers@aib.ie

Disclaimer: 

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.

Application deadline: 9th March 2026

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