Customer Service Transformation Lead

Job Description Dunnes Stores Group is Ireland's leading grocery & fashion retailer, operating 146 stores and a rapidly growing online business. We are in the middle of a major digital transformation, reshaping our customer experience, digital platforms, and operating model for the future. About the Role We are seeking an accomplished and forward-thinking Group Customer Service Transformation Lead to re-imagine and modernise how we deliver customer care across the Group. This role will lead the design and implementation of a new Group customer service operating model. You will lead the selection and rollout of a new omnichannel service platform, define how workflows across teams and channels, and put in place the performance framework that shows whether we are getting better for our customers and our business. Working closely with the Head of Customer Service, the customer service teams and senior leaders in Digital, Retail, and IT, you will act as the transformation driver - shaping t...