Temporary Higher Executive Officer, Customer UX Service Design Manager

Role Purpose

Cpl are seeking a Temporary Higher Executive Officer - Customer UX Service Design Manager for our client Coimisiún na Meán. The successful candidate will be employed by Cpl on a 12 month temporary assignment working in Coimisiún na Meán.

This role is required to lead and coordinate the organisation's Customer/User Experience (CX/UX) and Service Design activities, specifically to:

• Lead end-to-end service design initiatives across multiple business areas.
• Support strategic transformation programmes and organisational change initiatives.
• Develop and maintain customer journey maps and service blueprints.
• Identify and address customer pain points and service inefficiencies.
• Facilitate innovation workshops, design thinking sessions and co-creation activities.
• Establish service design standards, governance frameworks and operating models.
• Drive customer-centred improvements across digital and assisted service channels.
• Build service design capability and maturity across the organisation.
• Lead cross-functional transformation projects involving Operations, Technology, Legal, Communications, Customer Support and Business Leadership teams.

These workload demands require dedicated leadership and expertise that cannot be effectively managed as an additional responsibility within existing teams.

About the Team

The Communications and User Support team at Coimisiún na Meán plays a vital role in shaping and maintaining the organisation's reputation and relationships with key stakeholders, internally and externally. We are responsible for developing and implementing communications approaches that promote awareness and understanding of Coimisiún na Meán's remit and activities. This includes engaging with the media, and elected representatives, managing our online presence, and overseeing events, as well as internal communications. Through our work, we aim to foster a positive and informed public discourse on media development and regulation in Ireland and beyond, and provide clarity on our organisation’s role, responsibilities and activities.

Key Responsibilities

Service Design Leadership

• Define and evolve service design methodologies.
• Lead end-to-end service design initiatives.
• Establish journey mapping and service blueprinting standards.
• Ensure consistent customer experiences across channels.
• Promote human-centred design principles.

Customer Insight & Journey Management

• Create and maintain customer journey maps.
• Identify key customer pain points.
• Synthesize customer research into actionable insights.
• Translate customer needs into service improvement opportunities.
• Use qualitative and quantitative data to inform decisions.

Transformation & Innovation

• Support transformation programmes through service design expertise.
• Facilitate innovation and design thinking workshops.
• Design future-state customer experiences and operating models.
• Identify opportunities for automation, simplification and efficiency.
• Support business case development.

Stakeholder Collaboration

• Build relationships across operational and corporate functions.
• Align customer needs with organisational objectives.
• Present recommendations to senior leadership.
• Influence decision-making through evidence-based insights.
• Lead cross-functional working groups.

Governance & Standards

• Establish service design governance frameworks.
• Embed customer experience considerations into delivery processes.
• Develop organisational UX/CX maturity.
• Maintain service design quality standards.
  Monitor and report on customer experience 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

Essential Skills, Experience and Expertise

Candidates must demonstrate substantial experience in one or more of the following:

• Service Design leadership.
• Customer Experience (CX) transformation.
• Human-Centred Design.
• Compliance and Regulatory Standards.
• Customer journey mapping.
• Service blueprint development.
• Design thinking facilitation.
• Organisational transformation programmes.
• Cross-functional stakeholder management.

Essential Skills and Qualifications

• Proven leadership experience in CX, UX, Service Design, Regulatory or Compliance functions.
• Strong facilitation and workshop design skills.
• Expertise in customer journey mapping and service blueprinting.
• Excellent communication, presentation and storytelling abilities.
• Strong analytical and problem-solving skills.
• Experience translating research and insights into strategic recommendations.
• Senior stakeholder management and influencing skills.
• Experience using design and collaboration tools.
• Ability to balance strategic thinking with practical delivery.
• Demonstrated experience leading change and transformation initiatives.

Desirable Skills

• Experience working in a regulated environment.
• Digital transformation programme experience.
• Product Operating Model experience.
• Customer strategy development.
• Change management initiatives.
• Accessibility and inclusive design expertise.

Desirable Qualifications

Professional accreditation or certification in:

• Service Design
• Customer Experience (CX)
• User Experience (UX)
• Design Thinking
• Compliance or Regulatory Qualification

Additional Beneficial Attributes

• Proven track record of delivering measurable customer experience improvements.
• Strong understanding of UX, CX and human-centred design methodologies.
• Ability to influence senior decision-makers.
• Passion for improving customer outcomes.
• Experience building organisational design capability and maturity.