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Quality Experience Manager

Full Time


About the Role

Base Location: Dublin or Belfast

Salary: €62,200 – €93,300 (ROI) or £44,100 – £66,100 (NI) + performance-related bonus + a range of other benefits to support your family, finances and wellbeing.

Working Pattern: Permanent | Full Time | Flexible First options available

What is the Role?

The Quality Experience Manager is a pivotal role, responsible for ensuring the delivery of exceptional customer-first experiences across all touchpoints and interactions. This role involves the development, implementation and continuous improvement of strategies, processes and standards that lead to better customer outcomes, increased loyalty and customer advocacy. The Quality Experience Manager will collaborate closely with various teams and functions, striving to embed a CX culture throughout the business. In this role you will:

– Design, develop and implement a robust quality experience framework to capture, assess and influence performance improvements

– Establish the necessary assessment criteria, key performance indicators and evaluation methodologies to objectively measure the desired throughput

– Collaborate with stakeholders and cross functional teams to review and govern process adherence, streamline workflow and establish best practise ways of working

– Generate actionable insights, presenting opportunities in a succinct and synthesized manner that complements wider CX story-telling and fuels improved customer outcomes

– Champion the voice of the customer throughout the business, supporting with the successful embedding of our wider CX agenda and performance objectives

– Manage a successful, high performing team who deliver continuous value and have the potential to evolve and grow their influence throughout the business

What do I need?

To be considered for this role, we would love you to have:

– Previous quality experience or assurance knowledge

– People management, coaching and staff development experience

– Knowledge and/or experience with business analysis and research

– Exceptional presentation skills, with previous knowledge and use of the Microsoft tools suite

– Experience in process improvement methodologies and a deep knowledge of customer experience principles

About our Business

SSE is a multinational energy company listed on the FTSE 100, with a vision “to be a leading energy company in a net zero world“. Were investing £24bn+ by the end of the decade to help deliver our Net Zero Acceleration Programme.

Part of SSE Plc, Energy Customer Solutions is the Customer facing division – providing energy and low carbon solutions to over 1.3million customers. We have a strong market position with great customer relationships and expert customer teams working in Belfast, Cardiff, Dublin, Perth, and Reading. ​​Energy Customer Solutions is made up of 2 external brands; we operate under the brands SSE Airtricity (Ireland) & SSE Energy Solutions (GB).

SSE Airtricity is Ireland’s second largest and fastest growing energy provider, supplying around 800,000 domestic and commercial gas, electricity and home energy services customers in the Republic and Northern Ireland. Around 40% of the electricity SSE Airtricity supplies to its customers on an island basis is generated from renewable sources – the greenest energy supply of any provider on the island and over three times the average on an all-island basis.

We have ambitious targets to help our customers on their journey to Net Zero by increasing the accessibility of green energy solutions through the provision of customer-driven propositions and were a partner to customers and stakeholders as they seek ways to respond to the climate crisis.

Help us power change.

Whats in it for you?

An excellent package with 34 days holiday entitlement (including public holidays), enhanced maternity/paternity leave, discounted healthcare, salary sacrifice car leasing and much more. View our full benefits package on our careers site.

As an equal opportunity employer we encourage diversity and are committed to creating an inclusive environment for all employees. We actively encourage applicants from all protected characteristics and commit to providing any reasonable adjustments required during the application, assessment and upon joining SSE. Search for ‘Inclusion & Diversity at SSE to find out more.

Next Steps

All applications should be submitted online, and I’ll be back in touch after the vacancy closing date to let you know the outcome.

If you would like to discuss any working differently requirements or adjustments you may require throughout the recruitment and selection process, please contact Andy on 01738 340826.

Before commencing employment with SSE, you’ll be required to fully complete our pre-employment screening process.

To apply for this job please visit