Customer Experience and Design Manager - Healthcare


Dublin, IE

Company:  Irish Life Group Services Limited
  • Full Time Permanent position
  • Hybrid role based in our Dubin Centrre offices (Beside Middle Abbey Street Luas Line)


What we offer


  • We have embraced a hybrid working model for most of our positions, which means that you can enjoy a balanced approach of working from home for part of the week and working from the office for the remainder of the week.
  • We offer a comprehensive benefits package including competitive salaries and bonuses, robust Learning and Development support, excellent Defined Contribution pension and comprehensive Wellbeing initiatives and support to name but a few. 
  • Further details on our benefits package can be accessed here Benefits (

Role Overview


  • This is a really interesting role for someone who is interested in in the intricacies of healthcare journeys and understands the importance of customer centric design.
  • This person should be familiar with the tools required in developing these journeys but just as importantly the value derived from the consistent measurement and refinement of same. 

Team Background


  • This role sits within our Irish Life Health Marketing team, and reports to our Head of Propositions
  • This team is responsible for Individual Commercial performance; Proposition development and Customer Experience
  • The sub team you will be a part of is responsible for delivering best in class healthcare journeys for our members in collaboration with internal and external stakeholders

What you will help us to achieve


  • To manage the implementation of the marketing strategy relevant to a specific area of the Marketing function.


More specific responsibilities will include


As the Customer Experience and Design Manager this role will involve: 


  • Delivering a programme of work to identify, develop, report on and improve key healthcare journeys, both digital and physical
  • Bring current and new healthcare journeys into the wider Voice of the Customer programme, standardising surveys and reporting to deliver actionable insights that improves propositions and customer experience
  • Ideate, design, iterate and test new digital solutions for healthcare journeys ensuring easy, accessible and high quality interactions at each step of the digital and physical customer journey. Candidate should be capable of mapping journeys but will also utilise internal UX and Service Design resources
  • Drive collaboration within Irish Life Health across Proposition, Provider, MI, Compliance, Change and IT functions to enable the successful implementation of recommended customer experience initiatives
  • Driving a customer 1st culture across our business, supporting and embedding our customer promises (EPICC) into all customer journeys

What you will need to be successful in the role


  • 3rd level qualification in relevant areas – Marketing, Business or related discipline
  • Demonstrated experience in customer experience and service design in a health or comparable environment
  • Experience with latest best practice in CX/UX across health and different industries
  • Displays a high degree of innovative thinking / ability to problem solve creatively
  • Awareness of regulatory and compliance framework
  • Strong problem solving and decision making skills
  • Demonstrable record of cross functional collaboration
  • Health insurance experience highly beneficial 

Key Competencies


  • Innovation and Change 
  • Drive for Results 
  • Planning and Organising 
  • Building and Maintaining Relationships 
  • Problem Solving and Decision Making 

About us


Irish Life is one of Ireland’s largest financial institutions with a presence across a range of financial services markets and over 1.5 million customers. For over 80 years, we’ve been helping people to look after their life insurance, pension and investment needs, and more recently through Irish Life Health, their health insurance.


Irish Life Health provides Health Insurance to over 500,000 people across Ireland both directly and through Corporate schemes. Our Vision is to help people live healthier lives and we focus on providing access to healthcare solutions that will help our customers do this.


This includes offering services like 24/7 Digital Doctor; access to counsellors through our Healthy Minds programme and expert Physio support for acute back or neck pain across all of our Plans. 


The company reserves the right to draw up a shortlist as part of the selection process.  Where Agency assistance is required the Irish Life Recruitment Team will engage directly with suppliers. Unsolicited CVs / profiles supplied to Irish Life by Recruitment Agencies will not be accepted for this role.


Irish Life is proud to be an Equal Opportunities employer. We have created an environment of inclusion and growth to help people achieve their potential, to ensure they can bring their whole selves to work and to feel valued.  We celebrate diversity of thought and perspective and want all of our employees to feel valued, respected and supported.  


We have built a culture that promotes equality and inclusion for all of our current and future employees and strive to ensure that our behaviours, processes and practices are aligned to this culture.


If you require any accommodations during the recruitment process please contact and we will be delighted to ensure you are fully supported to be your best.   

Irish Life Health supports Equal Opportunity and is regulated by the Central Bank of Ireland.