Director Of User Strategy, Growth And Experience

Role Purpose​

This is a strategic and hands-on leadership role for a driven and collaborativeprofessional who can translate organisational strategy into tangible, high-qualityexperiences 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 organisationengages with the public. The role will be central to building an inclusive, data-drivenand user-focused culture that empowers people to access information, resolve issuesand 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 CustomerManagement Service that reflects Coimisiún na Meán’s vision and values.​
• Oversee the relationship with the outsourced service provider, ensuringperformance excellence through robust KPIs, staff training, and a proactivepartnership model.​
• Drive the evolution of user engagement channels in collaboration with ICT,ensuring that systems are fit-for-purpose, scalable, and reflect moderncommunication preferences.​
• Use data and insights to inform continuous improvement, shaping a service thatevolves with the needs of the public.​
• Champion cross-organisational collaboration with Communications, MediaLiteracy, and User Education teams to deliver a consistent, trusted andempowering experience for every interaction with Coimisiún na Meán.​

This position requires a strong leader who can balance strategy with operationaldelivery — someone who is creative, analytical, and people-focused, capable ofinfluencing at senior levels while inspiring teams to deliver excellent customer service.​

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About the Team​

The User Experience Team plays a pivotal role in realising Coimisiún na Meán’scommitment to empower and support the public. The team manages all public contactpoints, including broadcasting and digital services queries, complaints, and generalinformation requests. Working closely with an outsourced Customer ManagementService, the team ensures that public interactions are handled efficiently,empathetically, and in line with organisational values. The in-house UX team providesgovernance, quality assurance, and continuous improvement through:​​

• Developing and maintaining knowledge bases, training resources and standardoperating procedures;​
• Analysing service data to identify trends and drive improvement​
• Collaborating with colleagues across Communications, Media Literacy, and ICT toensure that all channels are responsive and aligned with strategic priorities;​
• Leading public education and awareness initiatives that strengthen understanding ofCoimisiún 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.​

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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: ​

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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 2027 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. ​

The above is intended as a guide to the general range of duties and is intended to be neither definitive nor restrictive and is subject to review.

About You​

Experience, Skills, Knowledge & Qualifications​

Essential Criteria

• Minimum 8 years’ proven experience delivering excellent customer service andleading multi-disciplinary teams in a complex, multi-stakeholder environment.​
• Demonstrated success in leading strategic projects that enhanced customerservice delivery—such as new channel implementation, KPI redesign, orcustomer satisfaction improvement—while effectively managing budgetsaligned with organisational goals. ​
• Strong stakeholder management skills with a proven record of influencingsenior decision-makers and building collaborative relationships across internaland 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 translatecomplex information into clear, engaging language for diverse audiences, bothwritten and verbal. ​
• Evidence of developing and implementing creative, results-oriented marketingor awareness campaigns that improved engagement, brand reputation, or usersatisfaction. ​
• Educated to Level 8 degree (NFQ) in Communications, Business, Marketing,or a related field. ​

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Desirable Criteria​

• Experience using customer insights and data analytics to inform decision-making and drive continuous improvement in customer experience or servicedesign. ​

• Proficiency in the use of customer management systems (e.g. MicrosoftDynamics or equivalent) and strong digital literacy across the Microsoft Officesuite. ​

• Competence in spoken Irish is desirable and will be considered an advantage

Key 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​

If you are interested in applying for this position, please submit:​

• A CV (max 2 pages) and a Cover letter/personal statement (max 1 page) outlining why you believe your skills, experience and values meet the requirements of the position via HERE ​
• Appointment to this role is subject to the candidate's eligibility to work in Ireland. All positions require candidates to live in the Republic of Ireland or Northern Ireland.​
• Candidates who engage in canvassing will be disqualified and excluded from the process​

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Late applications or applications not received through the correct channel, as indicated above, will not be considered.​
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For queries related to the application or selection process related to this role, please contact cnam@cpl.ie