Customer Journey and NPS Specialist

Job Description

Join us, be part of more.

We’re so much more than an energy company. We’re a family of brands revolutionising how we power the planet. We're energisers. One team of 21,000 colleagues that's energising a greener, fairer future by creating an energy system that doesn’t rely on fossil fuels whilst living our powerful commitment to igniting positive change in our communities. Here, you can find more purpose, more passion, and more potential. That’s why working here is #MoreThanACareer. We do energy differently - we do it all. We make it, store it, move it, sell it, and mend it.

About your team:

We’re the pride of Ireland. Bord Gáis Energy have been powering the nation’s homes and businesses for almost 40 years. But now, we’re so much more than just gas and electric. Through our unique combination of household heroes and energy assets, we’re at the heart of the energy transition in Ireland, strengthening the country’s energy security and helping customers get ready for a net zero future.

About the role

As our Customer Journey & NPS Specialist, you'll lead our touchpoint Voice of the Customer and NPS programme, uncovering what matters most to customers and using those insights to improve key journeys. You’ll work closely with teams across Digital, Operations, Product, and Marketing to identify pain points, solve problems, and deliver meaningful improvements across the end‑to‑end customer experience.

What you’ll do

• Manage the full end to end touchpoint programme: analysis, reporting, and action planning.
• Analyse customer feedback, NPS/CES/CSAT trends, and complaints to identify what drives satisfaction or dissatisfaction.
• Provide insight that shapes journey mapping and highlights pain points and drop‑offs.
• Lead root‑cause analysis and work with teams to create improvements that deliver measurable impact.
• Build and maintain dashboards to track customer sentiment and journey performance.
• Present insight stories to leadership and support CX strategy development.
• Ensure VoC activity meets GDPR and data privacy standards.
• Act as a subject matter expert in VoC, CX measurement, and continuous improvement.

How you'll work

• Collaborative, confident working across teams and influencing without authority.
• Skilled at turning data into clear, engaging insights and recommendations.
• Detail‑focused, analytical, and passionate about improving customer experience.

Knowledge, Skills & Experience

• Bachelor’s degree in Business, Marketing, Data Analytics, Psychology, or related field.
• Significant experience in customer insight, journey analysis, CX, or related roles.
• Experience running NPS or other customer feedback programmes, and analysing CX data sets.
• Proficient with VoC platforms, survey tools, and customer analytics software.
• Familiarity with tools Qualtrics and other analytic tools.
• Strong understanding of GDPR and best practices in customer data and privacy.

This position is hybrid, based at our Warrington Place office in Dublin. You’ll work on‑site two days each week—one of which is Thursday.

Why should you apply?

We’re not a perfect place – but we’re a people place. Our priority is supporting all of the different realities our people face. Life is about so much more than work. We get it. That’s why we’ve designed our total rewards to give you the flexibility to choose what you need, when you need it, making sure that you and your family are supported not only financially, but physically and emotionally too. Visit the link below to discover why we’re a great place to work and what being part of more means for you.

https://www.morethanacareer.energy/bordgais

If you're full of energy, fired up about sustainability, and ready to craft not only a better tomorrow, but a better you, then come and find your purpose in a team where your voice matters, your growth is non-negotiable, and your ambitions are our priority.

Help us, help you. We would love for you to share any information about yourself throughout our recruitment process so that we can better understand you and help shape your journey.