The Customer Transformation Lead role stands out for professionals passionate about change delivery and customer-first strategies. This is a permanent, full-time opportunity with hybrid work flexibility and a competitive salary along with comprehensive benefits – details like base pay are not specified but AIB is well-known for strong employee packages including pension scheme, healthcare and variable pay systems. Having a robust support package adds real appeal to this role, especially for applicants valuing work-life balance and career progression opportunities.

Day-to-Day Responsibilities – What You’ll Do

In this position, you’ll spearhead customer experience transformation initiatives. You’ll plan, coordinate and lead business change and strategy programmes across various teams and functions.

The role includes developing project roadmaps, managing governance processes, building business cases and ensuring clear progress updates to senior leadership.

You’ll collaborate daily with IT, Change, and Tribe leaders while overseeing the creation of a centre of excellence focused on continuous improvement and eliminating complexity.

Responsibilities also require you to shape and communicate project requirements, manage dependencies, track portfolio performance, and translate quantitative and qualitative data into action.

Professional certifications in project management, agile or lean methodologies are desirable but genuine leadership, stakeholder management, and commercial mindset are most valued for this role.

Pros – What Stands Out

One major advantage is the opportunity to make a real strategic impact at an organisation committed to placing the customer first and driving positive cultural change.

The company offers substantial personal benefits, hybrid working, and two paid volunteering days per year, reinforcing balance and giving back to the community.

Cons – What to Consider

The role demands proven experience in change delivery, stakeholder management, and cross-functional leadership. Those without a strong background may find expectations challenging.

Pace can be rapid and priorities can shift with regulatory and customer demands, so resilience and adaptability are required to keep up with transformation goals.

Verdict – Is It for You?

If you are motivated by shaping strategic change and passionate about customer experience, this is an excellent opportunity. Career advancement and a dynamic environment await the right candidate.