Customer Experience Lead

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Job no : 501566

Work type : Permanent - Full Time

Location : Melbourne

Categories : Retail Markets

• Play a pivotal role in defining and enhancing the retail energy customer journey
• Develop your skills in a fast-paced, supportive environment
• Attractive hybrid work model | Energy Discounts | Career Growth Opportunities

Alinta Energy is one of Australia's biggest energy retailers, generators and developers with over 1.1 million customers. Australia's energy system is undergoing the biggest transformation in its history and we're right there with it. We're investing in and developing large-scale renewables and storage projects as part of our ongoing effort to provide our customers with reliable, affordable and sustainable energy.

We understand that flexibility matters when considering your next role. Let us know your requirements, and we'll carefully consider how we might accommodate them.

About the role

Join Alinta Energy as a Customer Experience Analyst in Melbourne, supporting the Retail Energy business. In this role, you'll help deliver initiatives that build understanding of end-to-end customer experiences across multiple channels and touchpoints. Using Voice of Customer data, research insights, and business data, you'll provide actionable recommendations to improve key customer journeys. Reporting to the Senior Manager – Research & CX, you'll support a customer-first culture with strong analytical thinking, CX / VoC expertise, and clear communication skills.

Why you'll love working here

We're a welcoming bunch who put our energy into being the best company we can be. For us, this means shared respect, great communication between teams, acting on our ideas, and looking out for each other's wellbeing. There are plenty of great perks, from flexible working to a long list of exclusive Alinta benefits.

What you'll do

1. Develop end-to-end customer journey maps, integrating data and insights from multiple sources across Retail Markets, to identify opportunities and next steps for improvement
2. Design and implement Voice of Customer program, incorporating data from multiple channels, creating new data-gathering initiatives, considering priority opportunities & areas for the business
3. Collaborate closely with cross-functional teams, including product managers, strategy, functional leads, marketing / communications, designers, digital, and data analysts, to deliver key Retail initiatives
4. Report on and communicate key performance indicators (KPIs) and metrics that measure CX across touchpoints and journeys
5. Bring customer experiences to life through rich story-telling, utilising a range of data & insights, e.g., customer stories, customer interview extracts, key metrics, data visualisation, back-end processes, employee experiences

Your experience

1. Proven experience in customer experience, responsible for design and operations of CX programs
2. Proven experience creating and managing a Voice of Customer (VoC) program, analysing data and generating insights
3. Strong understanding of customer journey mapping, customer experience measurement, and CX data
4. Good analytical skills, with the ability to interpret quantitative data and generate insights to drive informed decisions
5. Strong influencing and stakeholder management skills including storytelling and presenting to senior leaders

Please note this role requires full working rights within Australia.

This role is best suited to someone with a strategic and analytical mindset, strong storytelling and communication skills, and experience in CX or VoC measurement, who is passionate about understanding customers and driving meaningful change across the business.

Like what you're seeing?

If you like the sound of this, and you've got experience in a similar role, we'd love to talk to you. Come and discover better together with Alinta Energy.

We are a 2025 Circle Back Initiative Employer – we commit to respond to every applicant.

If your application progresses, we will need to complete background and pre-employment checks, such as immigration checks, reference checks, criminal background checks, qualification checks, and additional checks for roles related to finance.

Our Diversity Commitment

Alinta Energy offers a truly diverse, safe and supportive work environment. As an equal opportunity employer, Alinta Energy encourages applications from any qualified person, including First Nations Australians, members of the LGBTQIA+ community, people of all ages and people living with a disability. We are also proud to be a WORK180 Endorsed Employer and we are committed to advancing women's careers.

We look forward to hearing from you.

Click 'Apply' to submit your application.

LI-Hybrid :

Advertised : 19 Aug 2025 AUS Eastern Standard Time

Applications close : 31 Aug 2025 AUS Eastern Standard Time

Use customer insights and VoC data to shape experiences, improve journeys, and support a customer-first culture at Alinta Energy