We are Uisce Éireann. Every day, we are responsible for the delivery of secure, safe, and sustainable water services for the people of Ireland. As Ireland’s national regulated water utility, our vision is a sustainable Ireland where water is respected and protected, for the planet and all the lives it supports.

Our purpose at Uisce Éireann is to rise to the challenge of delivering transformative water services that enable communities to thrive. That means we are proud to take on the responsibility of protecting our water supply and passing on a safe and secure water system to a rapidly growing population and empowering Ireland’s social and economic growth.

We are passionate about empowering our people, enabling them to make a positive impact on communities across Ireland. We are guided by a shared vision and purpose, grounded in values that define who we are and shape how we work, where we deliver for customers and communities, we work better together, we do the right thing, we aim high, and we keep each other safe. Our behaviours define how we interact, communicate, and succeed together. These values and behaviours apply to each one of us, across every role, location, and level.

Our goal is to attract and develop skilled and talented people from diverse backgrounds, who bring a dynamic range of expertise and insights to our work. With a strong, values-driven workforce, we ensure Uisce Éireann can continue advancing Ireland’s water services and meeting the needs of the communities we serve for generations to come.

The Role:

Customer Operations develop, deliver and support excellent customer experience and service to both domestic and non-domestic customers within a regulated industry. Customer Operations is responsible for managing the customer relationship with the Customer Contact Centre, ensuring timely and accurate customer billing services and effectively implementing the Uisce Éireann customer strategy.

The Customer Service team will be accountable for managing and providing efficient and optimal customer service via a range of channels. This includes development and management of differentiated customer channels through which customers can engage with Uisce Éireann, providing contact and complaints management services to Domestic, Mixed Use, Small to Medium Enterprise (SME) customers and to Industrial and Commercial (I&C) customers.

Reporting to the Customer Satisfaction and Insights Lead, the Customer Satisfaction and Insights Analyst is responsible for supporting the end-to-end Customer Experience in Uisce Éireann.
Main Duties and Responsibilities:

•    Support the implementation of a customer experience survey programme to develop and inform the Uisce Éireann business on insights to enhance the customer experience.
•    Support the implementation of the customer experience strategy and measurement programme.
•    Drive the customer experience measurement programme in line with UÉ KPI’s and Customer Operations metrics.
•    Support the establishment of a set of benchmarks among industry leading water utilities in UK to set customer service standards for Uisce Éireann Customer Operations
•    Manage the development of a customer experience reporting suite for senior management and the management team in Customer Operations
•    Support the development of measurement programme (structured and unstructured data).
•    Delivery of the lead files to the Customer Experience vendor.
•    Collation of the data analysis across the various reporting and customer experience data set to deliver meaningful insights that can be used to proactively manage the customer experience.
•    Building of Power BI dashboards to enhance reporting.

General Duties and Responsibilities
•    Collaboration with key internal stakeholders across the UÉ business
•    Responsible for promoting and delivering health and safety commitments across UÉ and its supply chain, reinforcing positive behaviours and delivering health and safety objectives and requirements to the highest industry standards
•    Support the delivery of the Uisce Éireann Transformation Programme, driving results required within the Directorate and supporting organisation-wide objectives
•    Conducts duties and responsibilities in accordance with Uisce Éireann’s Information Security policies, standards, processes and controls to protect the confidentiality, integrity and availability of UÉ business information and delivery of critical services, in accordance with the NIS Directive and any other relevant cybersecurity regulation
•    Other duties as required

Knowledge, Skills and Experience:

•    Relevant third level qualification and or accreditation is desirable.
•     A minimum of 3 years’ experience in the water, utilities or similar industries is desirable and or relevant experience.
•    Experience in Customer Experience/VoC measurement and insights
•    5 years’ experience in data analysis, report building (MS Excel, Power BI) and Customer Experience data methodologies.
•    Experience in Text Analytics or Large Language Modelling (LLM)
•    Strong people, change management and conflict resolution skills.
•    Experience in encouraging teamwork and knowledge-sharing to enhance team performance.
•    Experience in independently resolving customer challenges while maintaining high service standards.
•    Ability to develop and maintain effective partnerships with key stakeholders internally and externally.
•    Proven track record with dealing with complex issues, proactively and in a timely fashion along with the ability to communicate information to others.
•    Highly motivated individual, working to the highest professional standards and with proven ability to deliver results within a team.
•    Strong analytical skills and ability to identify and analyse problems and potential improvements and propose and implement solutions.
•    Demonstrate adaptability and the ability to change focus and direction in line with business strategy and requirements while upholding organisational values through decision-making and constructive actions
•    Proactively identifying new areas of improvement and using newly gained knowledge and skill on the job
•    Experience in taking ownership of safety responsibilities and contributing to continuous improvement initiatives.

The closing date for receipt of applications for this vacancy is 24/03/2026.
Please note that applications submitted after this closing date will not be accepted.

*Please be advised that if successful you will be placed on the salary range based on your skills and experience. Please note the Market reference point (midpoint) of the range is generally the upper end of the offer where someone is deemed to be fully competent to take on the duties of the role, and leaves room for the employee to progress through the pay range as their experience develops further.

Uisce Éireann is an equal opportunities employer.

We are committed to providing a diverse and inclusive place of work and have a robust strategy and framework called ibelong to enable this. We are an equal opportunity employer and through our recruitment process we welcome and encourage applications from interested and suitably qualified individuals regardless of gender, age, racial or ethnic origin, membership of the traveller community, religion or beliefs, family or civil status, sexual orientation/gender identity or disability.

Customer Satisfaction and Insights Analyst

Job Description