Group Customer Experience Lead

Job Title: Group Customer Experience Lead

Location: The Irish Times Building, Tara Street, Dublin (Hybrid Working)

Contract: 2 Year Fixed Term Contract

Reporting to: Group Customer Care Manager

The Irish Times Group is establishing a new centralised Group Customer Care function to elevate the experience of our readers and subscribers across all brands, including The Irish Times, Irish Examiner, The Echo, MyHome.ie, RIP.ie and more. As part of this transformation, we are recruiting a Group Customer Experience Lead to drive proactive customer engagement and continuous improvement across the Group.

About the Role

This is a key leadership position responsible for driving in-life outbound customer engagement, such as onboarding, retention, win-back and service follow-up activity, while also owning the delivery of root cause analysis (RCA) to identify and address issues impacting customer satisfaction and loyalty.

The successful candidate will lead a team of Customer Experience Specialists, ensuring consistency of service across our portfolio while adapting approach and messaging to each brand’s unique tone and values. This role is critical in strengthening customer loyalty, improving retention outcomes, and ensuring that customer insights are translated into meaningful operational and strategic improvements.

Key Responsibilities:

Team Leadership & Development

• Lead, coach, and support a team of Customer Experience Specialists across all Group brands.
• Foster a high-performance culture focused on empathy, proactivity, and customer retention.
• Conduct regular coaching sessions, performance reviews, and development planning.
• Work collaboratively with internal stakeholders to align team objectives with the wider Group CX strategy.

In-Life Outbound Campaign Management

• Oversee the planning and delivery of outbound campaigns (onboarding, retention, win-back, NPS follow-ups).
• Ensure campaigns are brand-aligned and tailored to customer segments.
• Monitor campaign performance and optimise based on insights and feedback.
• Collaborate closely with Digital Sales and the Head of CX to align messaging and timing.

Root Cause Analysis (RCA) & Continuous Improvement

• Lead the identification and analysis of recurring customer pain points.
• Develop and maintain RCA frameworks, tools, and reporting processes.
• Track the progress of solutions and measure the impact on customer experience metrics.
• Ensure insights drive practical, measurable improvements.

Cross-Brand Consistency & Customisation

• Maintain consistent standards of care across all Group brands while respecting brand-specific tone and values.
• Work with brand leads to tailor outbound strategies and RCA reporting to each brand’s needs.
• Share best practice, learnings, and insights across brands to drive collective improvement.

Reporting & Insights

• Produce regular reports on outbound campaign performance, customer feedback, and RCA findings.
• Present actionable insights and recommendations to senior leadership.
• Use data to inform prioritisation, decision-making, and resource planning.

Desired Skills & Experience

Experience

• Extensive experience in a customer experience, customer care, or customer operations role, ideally in a subscription-based or service-led environment.
• A proven track record of leading and developing high-performing customer-facing teams.
• Demonstrated experience delivering outbound customer campaigns (e.g., onboarding, retention, win-back).
• Strong background in root cause analysis, continuous improvement, or operational excellence.
• Experience working across multiple brands or business units.
• Comfortable with CRM systems, outbound campaign tools, and customer analytics platforms.

Skills

• Strong communication skills, with the ability to adapt approach across different brands.
• Excellent analytical skills with the ability to derive insights from data and identify trends.
• Skilled stakeholder management with the ability to influence across departments.
• Highly organised with a strong balance of strategic thinking and operational delivery.
• Coaching and mentoring capability with a focus on performance and development.
• Strong problem-solving mindset with a continuous improvement approach.
• Ability to build frameworks that ensure RCA findings drive meaningful change.
• High level of empathy and customer understanding.

Personal Attributes

• Proactive, energetic, and solutions-focused.
• Thrives in a fast-paced environment with evolving demands.
• Collaborative and approachable, with the ability to build strong relationships.
• A natural customer advocate who inspires confidence and positivity.

Benefits: Health Insurance, Pension Contribution, Sick Leave Cover, Laptop, Mobile Phone, Irish Times Premium Digital Subscription, Income Protection Policy, Corporate Gym Membership, Free Digital GP and Life Assurance Policy.

Closing date: 5.00pm - 27th November 2025

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