Customer Experience Specialist, Dublin

Role Title: Customer Experience Design Specialist 

Location/Office Policy:  Molesworth Street/Hybrid  - 3 days a week in office from 1st of January 2026.

• Do you have a passion for designing and delivering Customer Experience excellence?  

• Do you have experience in analysing and understanding customer feedback and designing and delivering solutions to enhance our customers’ experiences?  

• Do you like working with cross functional teams and driving change through strong stakeholder management? 

What is the Role:  

Part of the newly established Chief Customer Office (CCO) and reporting into the Head of Customer Experience Design and Delivery this is a critical role in shaping easy interactions and positive experiences for our customers.     

You will analyse outputs and insights from multiple data sources including Voice of the Customer, complaints and errors and employee feedback to identify and understand pain points for our customers.   You will work with stakeholders from across the Group to prioritise these pain points and work with these stakeholders to design and deliver positive and lasting customer-led change.   

The role holder will be required to undertake customer journey mapping to surface pain points and opportunities to enhance and differentiate our customer experience. Previous experience in customer journey mapping is ideal.    

Key accountabilities:  

• Work with cross-functional teams across the Group to design and deliver customer experience improvement initiatives and best in class customer journeys.   

• Undertake customer journey mapping to surface pain points including Voice of the Customer, complaints and errors and employee feedback to identify and understand pain points for our customers.    

• Analyse insights from a wide range of Group-wide customer experience feedback to identify and understand our customer pain points and to help inform the prioritisation of pain points to be fixed.  

• Work with stakeholders in the design of prioritised ‘to be’ customer journeys by facilitating and participating in cross-functional workshops and documenting customer journeys with clarity and attention to detail.  

• Gather insights and data to support the development of strong business cases that demonstrate the ‘to be’ customer journeys are viable to AIB, feasible to deliver through our systems and processes and feed into our strategic objectives and purpose.    

• Maintenance of Group-wide customer pain point and customer journey repositories.  

 What you Will Bring;  

• 5+ years’ experience in a customer role ideally in financial services or related customer-facing industry.  

• Proven track record in customer experience design and delivery ideally with practical knowledge of customer experience design methodologies.  

• Strong analytical, problem solving and critical thinking skills 

• Strong communicator and influencer with a proven ability in managing cross functional stakeholders  

• Ability to present ideas clearly, both visually and verbally, to varied audiences.  

• Passion for innovation, customer-centricity and continuous improvement.    

• Inclusive, purpose-driven individual who can inspire teams and champion customer impact.  

A Reminder of What We Offer:  

We are committed to offering our colleagues choice and flexibility in how we work and live and our hybrid working model enables our people to balance their time between working from home and their designated office, subject to their role, the needs of our customers and business requirements.   

 Some of our benefits include;    

• Market leading Pension Scheme  

• Healthcare Scheme  

• Variable Pay  

• Employee Assistance Programme  

• Family leave options  

• Two volunteer days per year  

 Key Capabilities :

• Customer First 

• Collaborates 

• Eliminates Complexity  

• Instils Trust  

• End to End Thinking  

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the recruiter, Emma, at careers@aib.ie

AIB is an equal opportunities employer, and we pride ourselves on being the first bank in Ireland to receive the Investors in Diversity Gold Standard accreditation from the Irish Centre for Diversity. We are committed to providing reasonable accommodations for applicants and employees. Should you have a reasonable accommodation request please email the Talent Acquisition team at internal.selection@aib.ie or careers@aib.ie  

Application Closing: Monday 15th December