Customer Experience Program Lead CEME

Kingspan Group is a global leader in advanced insulation and building envelopes, focused on energy efficiency and low-carbon construction. Founded in Ireland in 1965, Kingspan now operates in over 70 countries, with 27,000+ employees and 270+ manufacturing sites worldwide.

Kingspan Insulated Panels CEME (Central Eastern Europe, Nordics, Türkiye, Central Asia, Middle East) is one of the group’s largest and

fastest-growing divisions, covering 30+ markets such as Nordics, Poland, Baltics, Ukraine, Germany, Austria, Switzerland, Czechia, Slovakia, Romania, Balkan countries, Türkiye, Central Asia and the Middle East.

We deliver innovative insulated panel systems and smart building technologies that support sustainable, energy-efficient construction. Our growth is driven by innovation, environmental responsibility, and a people-first culture focused on collaboration, inclusion, and development.

The Customer Experience Program Lead is responsible for overseeing and managing the Customer Excellence project in the CEME division (32 entities across 27 countries). This program aims to assess customer satisfaction and loyalty, drive improvements in customer experience, and establish strategic initiatives to enhance the customer journey across multiple entities and regions. The role involves managing customer satisfaction research, analyzing feedback, supporting divisional CX teams, and collaborating across departments to ensure successful implementation of customer-focused initiatives. It is a point of contact between Division or BU Mngt, Global CX Team, and local businesses on day-to-day basis.

Key Responsibilities:

Strategy Development

• Understanding Divisional and local business structures, Customer Segmentation, drivers and Brands
• Create and implement division-wide customer experience strategies.
• Monitor the direction of improvement actions and support divisional CX teams.
• Utilize, cascade, align with strategic Group CX roadmap, terminology, methodologies, expertise, tools
• Initiating and managing CX Roadmap for the Division and across Business Units

Collaboration and Communication

• Initiate, drive and report implementation of local CX initiatives
• Initiate, facilitate communication across CEME division teams, providing guidance to CX teams.
• Coordinate & monitor a portfolio of improvement initiatives per BU, cross-BU, Divisional and Group
• Realise tangible support and material to help colleagues understand how to make a CX difference in their day-to-day roles
• Collaborate with internal stakeholders, including SAP team, IT, marketing, sales, and customer service.
• Engage with external contacts like the Global CX team for strategic alignment and best practices.
• Initiate, incorporate and design CX in new or improved training courses to upskill colleagues

Customer Satisfaction Research Preparation

• Prepare, correct, and revise customer data using systems like SAP and FABS.
• Manage and gatekeep survey wave data delivery and overall data quality improvement
• Manage text corrections, translations, programming, and testing for surveys.
• Maintain and update customer data, developing databases in collaboration with multiple departments.
• Organise, present Leadership CX Sessions (e.g. after Report publications), prepare local insights
• Data Quality and Analysis
• Contribute to the creation of tools and reports to improve data quality (using systems like PBI, BW).
• Evaluate and analyze key customer experience metrics, including Net Promoter Score (NPS), Customer Satisfaction (CSAT), and Customer Effort Score (CES).
• Conduct customer journey mapping and monitor trends and improvement actions.

Reporting and Presentation

• Divisional presentations and reporting on surveys, insights and activities, and for BUs where relevant
• Prepare monthly and annual reports on customer satisfaction metrics.
• Present scores and findings across the CEME division.
• Define targets and KPIs for customer experience improvement.
• Measure and monitor the impact of initiatives against defined expectations and remunerations

Compliance and Code of Conduct

• Adhere to Kingspan’s integrated management system (IMS), including IMS policy and IMS Manual.
• Support and follow Kingspan Group Code of Conduct and Product Compliance Policy.

Requirements:

• Bachelor’s degree (or equivalent) required.

• Experience in customer experience, marketing, or customer development is preferred but not essential.

• Experience working in an international company (particularly in projects, digital communications, or analytics) is highly desirable.

• Strong interpersonal and communication skills for working with internal and external stakeholders.

• Excellent problem-solving skills.

• Ability to work independently with minimal supervision.

• Strong organizational skills and high attention to detail.

• Flexible, with a willingness to travel as required.

• High level of confidentiality and professionalism.

• Proficiency in MS Office (Excel, PowerPoint, Outlook) and familiarity with newsletters and data analysis programs.

• Fluent in English (C1/B2 level); proficiency in additional languages is advantageous.

What we offer:

• Competitive remuneration.

• Work in a pleasant team in a thriving multinational company.

• Continuous learning through professional training and development.

• Possibility of implementing your ideas and projects.

• Independent, exciting, and challenging tasks.

• A supportive work environment with skilled and friendly colleagues.