Strategic Customer Transformation Lead, Dublin Pike

At AIB, our values guide how we work. We’re looking for someone who puts Customer First, takes initiative and owns the outcome, and always looks for ways to eliminate complexity. You’ll treat colleagues and customers with fairness and 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

Purpose‑driven leader who can inspire teams and champion the customer.

Translate strategy into clear programmes, business cases and governance that drive value.

Enthusiastic about building best‑in‑class ways of working, cross‑functional relationships and delivering transformative change.

What Is The Role We are seeking a strategic and delivery‑focused Customer Transformation Lead within the Customer Experience Transformation team, 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 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

Lead the customer experience transformation function within the Chief Customer Office.

Lead 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‑ordinate CCO support across priority Strategic and Regulatory Change Programmes.

Lead the development of a transformation centre of excellence within the CCO to drive, support and govern strategic transformation activity.

Establish clear governance, reporting and performance tracking across transformation activities.

Develop robust, outcome‑driven business cases to underpin strategic transformation priorities.

Co‑ordinate CCO investment planning to secure ongoing funding for transformation activity.

Provide regular updates to CCO Senior Leadership on progress of strategic transformation activity.

Design and implement best‑in‑class ways of working to ensure processes are clear and effective between our team, other CCO teams and the wider business – continuously improving collaboration models and workflows.

Build 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 are advantageous.

Benefits

Market‑leading Pension Scheme

Healthcare Scheme

Variable Pay

Employee Assistance Programme

Family leave options

Two volunteer days per year

Key Capabilities

Customer First

Collaborates

Drives Progress

Eliminates Complexity

Project Management

Stakeholder Management

AIB is an equal opportunities employer and is committed to providing reasonable accommodations for applicants and employees. If you have a reasonable accommodation request please email the Talent Acquisition team at .

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