Customer Success, Commercial Growth & Optimisation Lead

Job Title: :

Customer Success, Commercial Growth & Optimisation Lead

Vacancy ID :

101184

Vacancy Type :

Permanent

Post Date :

04-Jun-2026

Close Date :

18-Jun-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 bank’s ambition to become Ireland’s number one personal and small business bank and deliver on the bank’s 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’s 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 Bank’s digital customer experience strategies within your team
• Provide excellent customer service and advise our customers throughout their product / financial needs journey.

Requirements:

• Qualified Financial Advisor - recognised qualification to permit the discussion of product information and provide advice to customers i.e. QFA or APA in both Loans and Savings & Investments
• Relevant experience in sales and/or service in a fast-paced contact centre
• Subject matter expertise relevant to the Centre of Excellence
• Deep understanding of compliance in a contact centre environment in terms of systems, policies and procedures
• Proven ability to use own initiative, innovate and follow through to ensure digital, robotics, automation, colleagues, stakeholders and key business partners are connected and aligned to deliver positive customer outcomes
• Strong people management, coaching, developing and mentoring capabilities

This is a Permanent position, based in Cork (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.