Chief Customer Officer

About the role

The organisation is seeking a Chief Customer Officer to lead its customer function and embed the customer agenda at the executive level. This senior role will drive service excellence, customer‑led transformation and continuous improvement across all customer‑facing activities.

Key responsibilities

• Define and own the customer strategy, overseeing servicing, insight, complaints handling and outcome improvement.
• Champion the customer perspective in business priorities, product, process and technology decisions.
• Manage customer servicing teams (care, administration, complaints) to ensure performance, quality and regulatory compliance.
• Simplify and redesign customer journeys, processes and service models in line with the target operating model.
• Use insight, complaints analysis and operational MI to identify root causes, improve outcomes and prioritise change.
• Lead digitisation and service‑improvement initiatives, sponsoring cross‑functional projects.
• Maintain a first‑line risk and control environment and report on operational indicators.
• Develop and manage the customer team, budget and change agenda.

Required profile

• Significant senior leadership experience in customer, operations or service roles within a regulated environment.
• Proven record of improving customer outcomes, service performance and complaint handling.
• Strong stakeholder management with the ability to influence executives and board members.
• Deep understanding of customer journey design, insight generation and impact assessment.
• Experience collaborating with propositions, technology, risk and compliance functions.
• Demonstrated leadership of customer‑focused transformation and digitisation programmes.

Required skills

What we offer

• Competitive executive compensation package.
• Hybrid working model (based in Ireland).
• Opportunity to shape customer strategy at a senior level within a regulated organisation.