Customer Experience Specialist, Group Marketing, Dublin

Date: 23-Jun-2022

Location: Dublin, IE

Company: Allied Irish Bank

Role Title:  Customer Experience Specialist, Group Marketing

Location: Central Park Leopardstown, Dublin


This role is being offered on a permanent basis.


Summary of role:

The Customer Experience Improvement Team analyses outputs and insights from multiple data sources including VoC, marketing analytics and employee feedback to identify and understand pain points for our customers.  We work with journey owners to design and deliver positive and lasting customer-led change.  The role will include engaging with journey owners to map the customer’s journey across channels to identify friction points, to use service design to create the ideal customer experience and agree customer journey action plans that will have a greater effect on enhancing customer’s experiences. 


We’re looking for someone who:

  • Gain in-depth understanding of priority customers and process journeys by engaging with both internal & external stakeholders
  • Document and map ‘As Is’ journeys in a holistic and engaging manner and implement service design processes to create “ideal” experiences
  • Drive adoption of proven and innovative practices to build a ‘Customer First Design’ for customers across continuous improvement activity
  • Will collaborate with cross-functional analytics and customer teams to create experience insights and lead the development of experience concepts:
  • Construct a 360 degree understanding of customers journey through in-depth review of existing customer data, research, voice of the customer, etc
  • Lead the creation, execution and delivery of additional research to understand customer expectations and any gaps in the journey
  • Quickly assimilate insight and use good judgement to prioritise deliverables
  • Will manages and promote company wide experience improvement mind-set and culture:
  • Engage with journey owners and supporting teams to build action plans to improve customer journeys
  • Create communication plans to engage stakeholders and the broader organisation on the activities to enhance the experiences for our customers
  • Build a mechanism to track and monitor action plans across all customer journeys and programme manage the delivery of the continuous improvement planning activity



Who are we?

We’re AIB. A strong Irish bank packed with purpose - to back our customers to achieve their dreams and ambitions. That goes for our employees too. We’re made of small teams where you have the chance to shine.


Why join us?

We are excited about how we have changed our focus. We want to be at the heart of our customers’ financial lives by giving them an exceptional experience. We are building a culture that breaks the conventions of what our customer and employees expect of a bank.


In AIB, we are currently transitioning to our Hybrid Model and teams who have been working remotely are now returning to the office 2 days per week.  We intend to progress our fuller hybrid working plans in the coming months, where onsite days are focused on purposeful attendance, prioritising time to collaborate, connecting with our teams and wider colleagues.


Does this sound like something that you want to be part of?


You will need to show us that you have:

  1. Proven ability to transform insight into action and championing the implementation of activity.
  2. Previously experience of having worked in process improvement or customer experience improvement.
  3. Track record of significantly improving the customer experience in organisations.
  4. Proven ability to build relationships across a business at all levels required to drive change.
  5. Proven knowledge of financial services industry/external market place.



If you feel you have what it takes, Click Apply and fill in the online application form. If you would like more information, Conor from the Talent Acquisition Team can help. You can contact them at


By when?  Closing date is Thursday 14th July 2022

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