Business Capability Lead

1 week ago

Melbourne, Victoria, Australia AGL Energy Full time
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.


As the Business Capability Lead within the Retail Transformation team, you will drive transformation initiatives by collaborating with Business and Technology teams to align capabilities and processes with strategic, operational, and customer goals.

With a mindset focused on simplification, the art of the possible, and design thinking, you will design repeatable and empowering processes for customers and agents.

You will continuously seek improvement opportunities and explore emerging technologies to enhance our Business Architecture framework. You support the creation and maintenance of the Business Architecture knowledge base, ensuring long-term sustainability and effectiveness.


This role demands a strategic mindset, strong collaboration skills, and a commitment to driving excellence in customer and agent experiences.

If you are passionate about customer experience, we invite you to Join the Change in this exciting journey.

What you'll be doing:

  • Understanding the Business Capability Model, ensuring the seamless integration and optimal utilisation of capabilities and processes throughout Customer Markets and developing a deep comprehension of the customer vision and E2E journeys and ensuring that they are brought to life through capability and processes.
  • Owning and maintaining key documents such as E2E Process Flows, Process Maps and Business Process Design Documents, as well as accountable for the creating and maintaining process documents for Business Capabilities.
  • Drawing upon design thinking to integrate the customer & agency journeys with the possibilities of technical and the functional business objectives.
  • Collaborating with Product Managers, Business Analysts and Technology Architecture to remove roadblocks, align processes with program and design principles, and ensuring adherence to process mapping standards.
  • Developing a deep understanding of the future state Customer Markets Business and our overall objectives, ensuring capability use cases and processes meet cross functional requirements.

What you'll bring:

  • Experience in roles such as Business Architecture, Process Architecture, or Senior Business Analyst within a transformative environment, preferably within the energy and or utilities industry. Accreditation or demonstratable experience in design thinking will also be highly regarded.
  • Demonstrated ability of process management methodologies, including Business Process Management and Business Process Reengineering, with additional consideration given to proficiency in Six Sigma and Lean principles.
  • Proficiency in Enterprise Transformation Platforms such as iServer/Orbus Infinity and process modeling and mapping tools such as Microsoft Visio or Drawio additionally Salesforce, billing system or automation transformation experience will be highly regarded.
  • Awareness of emerging trends in process management, coupled with a commitment to continuous learning and skill development.
  • Strong stakeholder engagement and communication skills, and an ability to work well with others and gain credibility at multiple levels in complex operational environments.
LI-AM1, #LI-Hybrid

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:

  • AGL is a_ Circle Back Initiative employer we commit to respond to every applicant_._

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