Customer Transformation Lead, Dublin

At AIB, our values guide how we work and how we support each other. We’re looking for someone who puts Customer First, takes initiative and Owns the Outcome, and is always looking for ways to Eliminate Complexity. You’ll treat colleagues and customers with fairness and Show Respect, and you’ll thrive in a culture built on collaboration where we Be One Team to deliver meaningful impact. 

Location/Office Policy:  Molesworth Street/Hybrid

• Are you a purpose-driven leader who can inspire teams and champion the customer?
• Do you enjoy translating strategy into clear programmes, business cases, and governance that drive value?
• Are you energised by building best in class ways of working, cross functional relationships and delivering a transformative level of change?

What is the Role:

We are seeking a strategic and delivery-focused Customer Transformation Lead within the Customer Experience Transformation team, which is part of the Chief Customer Officer (CCO) area. This role is central to driving change and delivering key business programmes that elevate customer experience and operational performance.

The Customer Experience Transformation team ensures the successful delivery of strategic customer initiatives across the business. You will support and oversee all CCO teams in turning strategic plans into actionable programmes with clear milestones, deliverables, and robust business cases. The role manages the delivery of CCO strategic priorities and coordinates investment planning across CCO to secure ongoing tribe capacity and funding for transformation activities. Effective collaboration and stakeholder management across CCO and the organisation's delivery functions are key to this role's success.

Key accountabilities;

• Plays a leadership role in the customer experience transformation function within the Chief Customer Office.
• Leads the strategic transformation planning process for the CCO, collaborating with key stakeholders across CCO and other business areas to ensure alignment and synergy of strategic plans.
• Co-ordinates CCO support across priority Strategic and Regulatory Change Programmes.
• Leads the development of a transformation centre of excellence within the CCO to drive, support and govern strategic transformation activity.
• Ensures the establishment of clear governance, reporting, and performance tracking across transformation activities.
• Ensures the development of robust, outcome driven business cases to underpin strategic transformation priorities.
• Co-ordinates CCO investment planning asks to secure ongoing funding for transformation activity.
• Provides regular updates to CCO Senior Leadership on progress of strategic transformation activity.
• Designs and implements best in class ways of working to ensure processes are clear and effective between our team, other CCO Teams and the wider Business. This includes continuously improving collaboration models and workflows.
• Builds strong, effective relationships across stakeholders and key business units, particularly managing the critical relationships with IT, Change and Tribe leadership.

What you will bring:

• 5/7+ years of change delivery experience, with a strong understanding of retail banking products, services and solutions.
• Proven ability to develop transformation strategy and roadmaps – defining target state, sequencing initiatives, and aligning outcomes to customer, regulatory and commercial priorities.
• Strong programme management expertise - experienced in establishing effective programme governance, integrated planning, portfolio cadences, dependency/RAID management, and high-quality MI/reporting to enable consistent delivery and value realisation.
• Ability to collate and interpret quantitative and qualitative data to inform transformation priorities - comfortable working with customer, operational and financial data and insights.
• Proven ability to build business cases to support transformation initiatives, including; cost-benefit analysis, ROI projections, risk assessments and customer and business impact metrics.
• Skilled in developing business and technical requirements to support transformation delivery.
• Demonstrated ability to lead cross-functional teams through organisational change.
• Strong communication, influencing and stakeholder management skills.
• Professional certifications in project management, customer experience, agile, lean and/or six sigma methodologies is advantageous.

Why Work for AIB:

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

Please click here for further information about AIB’s PACT – Our Commitment to You.

Key Capabilities

• Customer First
• Collaborates
• Drives Progress
• Eliminates Complexity
• Project Management
• Stakeholder Management

If you are not sure about your suitability based on any aspects of the role advertised, we encourage you to please contact the Recruiter for this role, Mia Coyne, at careers@aib.ie  for a conversation.  

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 careers@aib.ie  

Disclaimer:

Unsolicited CV’s sent to AIB by Recruitment Agencies will not be accepted for this position. AIB operates a direct sourcing model and where agency assistance is required, the Talent Acquisition team will engage directly with our recruitment partners.   

Application deadline: May 28th 2026