Customer Success Commercial Growth & Optimisation Lead

Job Title: :

Customer Success Commercial Growth & Optimisation Lead - FTC

Vacancy ID :

099680

Vacancy Type :

Fixed Term Contract

Post Date :

23-Jan-2026

Close Date :

24-Feb-2026

PTSB is one of Ireland's leading retail and SME banks, with an innovative range of products and services powered through an evolving digital landscape, our focus is centred on ensuring we deliver what our customers, colleagues and communities need to be successful.

We are building a new Customer centric Digital and Direct Bank in PTSB, which will support the banks ambition to become Irelands number one personal and small business bank and deliver on the banks promise to work hard every day to build trust with our customers. We are seeking a high energy team who are passionate about providing a best in class digital and direct experience that is shaped by and responds to customers; changing behaviour, lifelong transactional and financial needs, and rising expectations.

As a Customer Success, Commercial Growth & Optimisation Lead, you will be operating in a fast moving environment which requires strong and visible leadership a passion for Digital and Direct. You must display the high level of energy required to successfully build and lead a strong team based culture.

Responsibilities:

• Be an ambassador for PTSB and develop the Banks profile across multiple communities (internal and external) with a particular focus on our customer segments.
• Become the face of PTSB within your channel and representative at events/conferences.
• Build and maintain a deep understanding of customers, customer segments, customer needs, customer economics, products and digital capabilities that could positively shift the current mix of interactions across sales and service to a customer outcome focussed sales ethos across our voice, video and digital channels.
• Support the Senior Leadership Team to develop, implement and conduct regular reviews of the Banks digital customer experience strategies within your team
• Provide excellent customer service and advise our customers throughout their product / financial needs journey.

Requirements:

• Identify where risks exists and proactively mitigate risks across the department.
• Ensure that all compliance, conduct and regulatory obligations are fully adhered to by the Digital Banking channel and specific actions are developed to reinforce and improve our first line of defence e.g. the Banks Communication Policy, Code of Conduct on Mortgage Arrears (CCMA) Framework, CPC clock requirement and Debt Resolution Policies and Business Lending decision SLAs.
• Ensure your teams customer interactions are conducted in accordance with legislative, regulatory, PTSB policy and cost to serve model requirements and that solutions offered are appropriate to their needs
• Actively promote a risk aware culture across the team and support the maintenance of a robust risk control register in the department that reflects the levels of risks undertaken and how each risk is mitigated through new and existing controls and processes.
• Ensure the management and adjudication of complaints within your area is efficient whilst upholding the PTSB standards, identify and progress opportunities for continuous improvement

This is a 12 month contract role based in BlackRock (Onsite).

Is this you?

Please apply online on our website or via the apply link of this role. Your application will be sent through to our Talent Acquisition team and they will be in touch regarding your application.

We reserve the right to draw up a shortlist for interview.

The Bank understands the importance of a consistent and relentless focus on championing diversity and inclusion. We aim to attract, recruit, and retain individuals with diverse backgrounds, skills, competencies and abilities to work collaboratively to enhance the service we provide to all of our customers and the communities we serve.