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- Tasks: Lead customer experience strategy and drive operational excellence across teams.
- Company: Join SSE, a leader in energy transition and customer service innovation.
- Benefits: Competitive salary, flexible working, health perks, and family support.
- Why this job: Shape the future of customer experience in a dynamic energy sector.
- Qualifications: Proven leadership in customer service transformation and operational expertise.
- Other info: Inclusive workplace with opportunities for personal and professional growth.
The predicted salary is between 36000 - 60000 £ per year.
Base Location: You will be expected to spend 50% of your working week in the Dublin or Belfast office.
Salary: Competitive + car/car allowance + performance-related bonus + a range of benefits to support your finances, wellbeing and family.
Working Pattern: Permanent | Full Time | Flexible First options available.
The role: As our Director of Operations & Customer Experience, you will play a central role in shaping how customers experience our services now and in the future. This is an exciting opportunity to define the vision for customer experience and turn it into operational reality, ensuring our services are efficient, reliable and future-focused. You will champion innovation, drive improvements across the full journey, and inspire teams to deliver consistently high standards. Your influence will ensure every touchpoint reflects our commitment to quality, continuous improvement, efficiency and genuine customer focus. Above all, you will ensure customers remain at the heart of every decision.
You Will:
- Shape and deliver the Customer Experience and Operations strategy, setting clear plans, targets and operating models that support the wider business objectives.
- Turn strategic and customer priorities into effective operational delivery, improving processes, optimising productivity and ensuring efficient, reliable day-to-day service performance.
- Lead and develop high-performing teams, building a positive, inclusive culture with strong communication, accountability, succession planning and clear organisational structures.
- Drive a continuous improvement mindset, empowering teams to innovate, enhance customer journeys, embrace digital solutions, strengthen compliance and achieve consistently high-quality outcomes across all departments.
- Provide strategic and operational oversight, ensuring regulatory compliance, robust financial governance, effective supplier management and a safe working environment aligned with SSE’s values.
You Have:
- A strong record in customer service transformation, with evidence of delivering improvements that strengthen service quality, customer outcomes and operational effectiveness.
- Deep industry and commercial understanding, with significant experience in a similar role, strong knowledge of industry players and structures, and awareness of regulatory change and its impact on commercial opportunities.
- Proven transformational leadership, particularly in digitalising traditional operational or contact-centre environments into customer-centred, lean and efficient functions.
- Substantial operational expertise, with experience leading large operational areas and either strong existing knowledge of energy-customer servicing or the ability to build this confidently and quickly.
- Strong analytical capability, able to interrogate operational challenges, identify root causes and develop effective, insight-led solutions that enhance performance.
About SSE: SSE’s purpose is to provide energy needed today while building a better world of energy for tomorrow. We do this by developing, building, operating and investing in electricity infrastructure and businesses needed in the energy transition. Our Transforming for Growth investment plan sees us investing £33bn in critical electricity infrastructure across the five years to 2030. With over 725,000 electricity and gas customers across the island of Ireland, SSE Airtricity helps homes and businesses on the journey to net zero. We are more than just an energy provider, delivering energy saving services to homes and businesses, helping them become more efficient and cost-effective.
Flexible Benefits To Fit Your Life: Enjoy discounts on private healthcare and gym memberships. Wellbeing benefits like a free online GP and 24/7 counselling service. Interest-free loans on tech and transport season tickets, or a new bike with our Cycle to Work scheme. As well as generous family entitlements such as maternity and adoption pay, and paternity leave.
Work with an equal opportunity employer: SSE will make any reasonable adjustments you need to ensure that your application and experience with us is positive. Please contact / 01738 342754 to discuss how we can support you. We are dedicated to fostering an open and inclusive workplace where people from all backgrounds can thrive. We create equal opportunities for everyone to succeed and especially welcome applications from those who may not be well represented in our workforce or industry.
Ready to apply: Start your online application using the Apply Now box on this page. We only accept applications made online. We will be in touch after the closing date to let you know if we will be taking your application further. If you are offered a role with SSE, you will need to complete a criminality check and a credit check before you start work.
Director of Operations and Customer Experience in Belfast employer: SSE Airtricity
Contact Detail:
SSE Airtricity Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Director of Operations and Customer Experience in Belfast
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. A friendly chat can lead to opportunities that aren’t even advertised yet.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their values and think about how you can contribute to their mission, especially in customer experience.
✨Tip Number 3
Practice your pitch! Be ready to explain how your past experiences align with the role of Director of Operations & Customer Experience. Confidence is key!
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Director of Operations and Customer Experience in Belfast
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter to highlight your experience in customer service transformation and operational leadership. We want to see how your skills align with our vision for customer experience!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve driven improvements and innovation in previous roles. We love seeing tangible results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We’re looking for someone who can inspire teams and foster a positive culture, so don’t be afraid to show us who you are!
Apply Through Our Website: Remember, we only accept applications made online. So, head over to our website and use the 'Apply Now' button to submit your application. We can’t wait to hear from you!
How to prepare for a job interview at SSE Airtricity
✨Know Your Customer Experience Strategy
Before the interview, dive deep into the company's customer experience strategy. Understand their vision and how they aim to improve service quality. Be ready to discuss how your past experiences align with their goals and how you can contribute to shaping their future.
✨Showcase Your Transformational Leadership
Prepare examples that highlight your transformational leadership skills, especially in digitalising operations. Think of specific instances where you've led teams through change, improved processes, or enhanced customer journeys. This will demonstrate your capability to inspire and drive innovation.
✨Demonstrate Analytical Skills
Be ready to discuss how you've tackled operational challenges in the past. Prepare to share insights on how you identified root causes and implemented effective solutions. This will show your analytical capability and your commitment to continuous improvement.
✨Emphasise Team Development and Culture
Talk about your approach to building high-performing teams and fostering a positive culture. Share strategies you've used for communication, accountability, and succession planning. This will illustrate your ability to lead and develop teams effectively, which is crucial for the role.