Customer Experience Development Manager

at  AGL Energy

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:
The Brand and Marketing Team shapes AGL’s tone of voice, identity and presence in the market. We play a critical role in providing the business with customer strategy and insights at a micro (e.g. voice of customer data) and a macro level (e.g. competitor intelligence) whilst providing the customer experience capabilities to action insights and drive better customer outcomes. We also supply the business with campaign design and delivery capabilities, as well as sponsorship and partnership expertise, to generate leads, foster positive customer action and strengthen AGL’s brand and voice in the market.
As the Customer Experience Manager (Product and Commercial) within the Brand and Marketing Team, you will be responsible for supporting teams to improve retention and reduce churn and increase the commercial value of AGL’s residential and SME customer base across energy and telco products. This role will provide cross-functional and dedicated capabilities to deliver improvements to the customer journey end-to-end across energy and telco products.

What you’ll be doing:

• Designing customer experiences and understanding key interactions across channels, systems and internal employees, as well as implementing improvements to optimise the customer journey by working with other customer experience team members to align plans.
• Informing customer communication and engagement strategies through providing voice of customer insights, data and expert knowledge of customer journeys.
• Managing the backlog of improvements for enhancing the customer journey including sizing, sequencing, scoping as well as recognising dependencies, technology and digital support and budget requirements.
• Maintaining awareness of the external market by focussing on both the residential and SME customer markets as well as competitors’ activities to optimise AGL’s customer experience.
• Adopting best practice and thought leadership on campaign and customer delivery experience.

About you:

• Bachelor’s degree in business administration, marketing, communication, or a related field with experience designing and implementing customer experience strategies, preferable demonstrated experience designing and implementing customer experience strategies, preferably within the energy sector.
• Experience with CRM systems and data analytics tools to utilise available data and insights coupled with strong analytical skills to assess customer behaviour, identify trends, and optimise the self-serve journey.
• Strong understanding of the energy market landscape and regulatory environment and the ability to identify and leverage emerging technologies to streamline the customer acquisition process.
• Exceptional communication skills to collaborate with cross-functional teams and stakeholders including strong project management skills to oversee multiple initiatives.
• Passion for innovation and continuous improvement in the realm of customer acquisition and self-serve experiences.
• Passion for innovation and continuous improvement in the realm of customer acquisition and self- service experiences.

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.
Location:
Docklands VIC 3008
Job Family Group:
Business and Organization Analysis Managemen

• Designing customer experiences and understanding key interactions across channels, systems and internal employees, as well as implementing improvements to optimise the customer journey by working with other customer experience team members to align plans.
• Informing customer communication and engagement strategies through providing voice of customer insights, data and expert knowledge of customer journeys.
• Managing the backlog of improvements for enhancing the customer journey including sizing, sequencing, scoping as well as recognising dependencies, technology and digital support and budget requirements.
• Maintaining awareness of the external market by focussing on both the residential and SME customer markets as well as competitors’ activities to optimise AGL’s customer experience.
• Adopting best practice and thought leadership on campaign and customer delivery experience