Customer Experience Manager, Move

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 owns and shapes the tone of voice, identity and presence in the market. They 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 (eg. competitor intelligence) whilst providing the customer experience capabilities to action insights and drive better customer outcomes and 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.
The Customer Experience (CX) Manager - Move, you will be responsible for driving retention and growth of movers through creating a smooth and simple journey for this customer group which means the ‘movers journey’ and taking account the Resi ‘move-in’ (new AGL customers) and ‘move-out, move-in’ (existing AGL customers) journeys across all product, alongside the SME movers experience.

What you’ll be doing:

• Informing customer communication and engagement strategies through providing voice of customer insights, data and expert knowledge of customer journeys and maintaining in-depth knowledge and awareness of competitor movers journeys and movers market trends
• Supporting the development of the Customer Markets movers’ strategy and Customer Acquisition and Commercial Value Optimisation product and proposition strategies to ‘win the move’.
• Collaborating with cross functional teams (e.g., Customer Strategy, Research and Insights team, Customer Acquisition and Commercial Value Optimisation) to understand and analyse customer data and feedback on the movers journey to identify pain points and opportunities for improvement.
• Managing the backlog of improvements for enhancing the mover journey (including sizing, sequencing, scoping as well as recognising dependencies, technology and digital support and budget requirements).
• Engaging digital sales, telephone sales, repricing and recontracting, customer communications and customer operations to feed recommendations into their initiative backlogs and supporting the end-to-end movers’ journeys.

About you:

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

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

• Informing customer communication and engagement strategies through providing voice of customer insights, data and expert knowledge of customer journeys and maintaining in-depth knowledge and awareness of competitor movers journeys and movers market trends
• Supporting the development of the Customer Markets movers’ strategy and Customer Acquisition and Commercial Value Optimisation product and proposition strategies to ‘win the move’.
• Collaborating with cross functional teams (e.g., Customer Strategy, Research and Insights team, Customer Acquisition and Commercial Value Optimisation) to understand and analyse customer data and feedback on the movers journey to identify pain points and opportunities for improvement.
• Managing the backlog of improvements for enhancing the mover journey (including sizing, sequencing, scoping as well as recognising dependencies, technology and digital support and budget requirements).
• Engaging digital sales, telephone sales, repricing and recontracting, customer communications and customer operations to feed recommendations into their initiative backlogs and supporting the end-to-end movers’ journeys