Director of Operations and Customer Experience

Base Location: You'll 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’ll 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’ll 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’ll 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.
• Bring 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.
• Demonstrate proven transformational leadership, particularly in digitalising traditional operational or contact‑centre environments into customer‑centred, lean and efficient functions.
• Offer 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.
• Show 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're more than just an energy provider, delivering energy saving services to homes and businesses, heling 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 charlene.cotter@sse.com / 01738 342754 to discuss how we can support you.

We're 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'll be in touch after the closing date to let you know if we'll be taking your application further. If you're offered a role with SSE, you'll need to complete a criminality check and a credit check before you start work.

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