Customer Experience Program Manager

4 weeks ago

Melbourne, Australia AGL Energy Full time

As the needs of our customers change, so do we.

At AGL, we believe progress is powered by our people.

If you’re set on making real change for tomorrow, we have the scale, resources and ambition to get it started today.

Now’s an extraordinary time to work with us. We’re taking the lead on renewables and expanding our products to make them more sustainable, affordable and useful for all Australians.

That’s what we call progress. To achieve it, we’re bringing together people with unique stories, perspectives, backgrounds and talent - and we need yours too

About the Role

Customer Experience Program Manager - 12-Month Fixed Term Contract

The purpose of the role is to cultivate a deep knowledge of the AGL customer journey and to design data-driven solutions to customer problems. This includes developing and maintaining documentation and metrics for current state customer experiences, working with business leads to identify opportunities to improve experiences and shaping, scoping, and driving these opportunities to deliver positive outcomes for our customers.

What you’ll be doing
- Establish and maintain a holistic framework and repository of omnichannel, multiproduct customer touchpoints to create consistent, high-quality customer experiences.
- Analyse the scope and scale of customer pain points to assist with prioritising improvements, demonstrating links between customer experience activities to business strategy.
- Work with stakeholders to reduce friction, improve operational efficiency, and deliver exceptional customer experiences.
- Engage with business leads to shape, scope and drive improvement opportunities across key customer events that will deliver positive customer outcomes and drive business benefits
- Drive cross-functional initiatives that require the support of multiple stakeholders, including teams across Customer Markets and Future Business & Technology.
- Build processes and training for ongoing customer experience journey mapping.
- Facilitate human-centred design to leverage customer feedback data and improve the customer experience
- Partner with product and design teams to drive customer-focused design across Customer Markets.

About You

What you’ll bring to the table
- Understanding of, and experience with, managing successful customer experience programs with knowledge of the delivery framework
- Experience in process improvement, insight development and program management
- Strong analytical and conceptual skills with the ability to add valuable foresight to business initiatives
- Ability to drive implementation of change initiatives
- Ability to develop strong relationships with key stakeholders and demonstrated capacity to influence outcomes with stakeholders
- Qualifications and experience in Human-Centered Design - desirable
- Excellent facilitation, presentation, communication, and negotiations skills

Inclusion at AGL

AGL has a commitment to maintain a diverse workforce, and welcomes the opportunity for applicants to share their lived experiences. We also recognise that some applicants may not wish to disclose, and we respect their decision. To learn more about reasonable adjustments that can be offered throughout the recruitment process, please visit:
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