Join the change. Together, we’ll make history
As we keep the lights on for over four million customers and move towards a more sustainable way of life, it’s an exciting time to be at AGL. We’re re-imagining how homes and business live and work across the country and we want you to be a part of it. This moment will define our time, and your career as you work alongside Australia’s best and brightest minds. You’ll grow and learn in a collaborative, safe and supportive environment and play your part in changing the course of tomorrow.
Everyone at AGL is an important part of building a better energy future and we want you to join in.
About the role
Customer Experience Development Manager – 12-month Fixed Term opportunity
As Customer Experience Development Manager, you champion the needs and behaviours of AGL’s customers to guide experience improvements, business strategy, and product development. You leverage insights across the enterprise and collaborate with the relevant teams to identify customer trends and patterns. You also lead the strategic thinking on how to win priority customer segments (e.g. SME, Builders), delivering actionable insights and driving experience and product enhancements. Day-to-day, you are working across customer markets connecting and ensuring CX initiatives align with AGL’s strategic goals and influencing value stream priorities.

About the role:

• Customer Strategy & Insights: Develop strategic recommendations to enhance customer engagement, value and retention for key customer segments (e.g. SME) using a data and insight led approach.
• Customer Trends & Communication: Analyse and communicate customer trends to influence priorities across AGL, inspire innovation, and drive customer advocacy and growth.
• Experience Design & Implementation: Design customer experiences across channels and touchpoints and lead the implementation of strategic journey improvements through long-term initiatives.
• CX Roadmap Integration: Maintain a unified view of customer experience strategy, driving cross functional collaboration to guide customer engagement activities across value streams to ensure alignment with AGL’s overall CX strategy.

About you:

• Educational & Industry Background: Bachelor’s degree in business, marketing, communication, or a related field, with tenured experience in customer experience strategy—ideally within the energy sector.
• Analytical & Market Insight: Strong analytical skills to interpret customer behaviour, identify trends, and define future customer archetypes, with awareness of the energy market and regulatory landscape.
• Communication & Collaboration: Exceptional communication and stakeholder engagement skills, with experience in facilitation, presentation, and negotiation across cross-functional teams.
• Innovation & Technology: Ability to identify and apply emerging technologies to enhance customer acquisition and self-serve experiences, with a passion for innovation and continuous improvement.
• Project Leadership: Proven project management skills to lead multiple initiatives simultaneously and deliver strategic customer experience outcomes.

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Participate in Energise - our reward & recognition program.
• Play an active role in our diversity & inclusion initiatives.
• Novated leasing and Electric Vehicle subscriptions.

LI-ZD #LI-Hybrid #CXDevelopment

Inclusion at AGL
At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences.
We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit:
www.agl.com.au/careers
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.
The information provided as part of your application to AGL will be managed in accordance with the
AGL Privacy Policy.
AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.
Location
Docklands VIC 3008
Job Family Group
Business and Organization Analysis Managemen

• Customer Strategy & Insights: Develop strategic recommendations to enhance customer engagement, value and retention for key customer segments (e.g. SME) using a data and insight led approach.
• Customer Trends & Communication: Analyse and communicate customer trends to influence priorities across AGL, inspire innovation, and drive customer advocacy and growth.
• Experience Design & Implementation: Design customer experiences across channels and touchpoints and lead the implementation of strategic journey improvements through long-term initiatives.
• CX Roadmap Integration: Maintain a unified view of customer experience strategy, driving cross functional collaboration to guide customer engagement activities across value streams to ensure alignment with AGL’s overall CX strategy