Customer Experience Specialist

3 weeks ago

Melbourne, Victoria, Australia AGL Full time

Transforming Customer Experiences at AGL

We're seeking a dynamic and data-driven Customer Experience Specialist to join our Customer Experience team at AGL. In this role, you'll play a pivotal part in enhancing the experience for residential and SME customers, analysing customer feedback, and identifying opportunities to drive meaningful changes across AGL's customer journey.

About the Role:

As a Customer Experience Specialist, you'll be responsible for managing the backlog of pain points, prioritizing and implementing improvements that boost customer satisfaction and drive commercial success. This role is a 6-month contract.

Key Responsibilities:

  • Provide expert insights and recommendations based on customer feedback and journey analysis to inform communication and engagement strategies.
  • Analyse Voice of Customer data to generate actionable insights and prioritize improvements that enhance the customer experience.
  • Use Human-Centred Design (HCD) and process improvement methods to deliver intuitive, competitive, and relevant experiences for our customers.
  • Manage the backlog of self-serve experience enhancements, ensuring seamless integration of technology, budget, and digital support.
  • Lead the design and implementation of improvements across the customer journey, collaborating with cross-functional teams to deliver results.
  • Create feedback surveys and analyse data to identify customer experience improvement opportunities.

What We're Looking For:

  • Bachelor's degree in business administration, marketing, communication, or a related field with at least 3 years of experience in Customer Experience, HCD, or Customer Communications.
  • Strong analytical skills to interpret customer behaviour, identify trends, and optimise self-serve journeys.
  • Proficient in using CRM systems and data analytics tools to leverage insights for continuous improvement.
  • Exceptional communication skills, with the ability to collaborate effectively with cross-functional teams and key stakeholders.
  • Awareness of the energy market and regulatory environment, ensuring compliance and market relevancy.
  • Strong project management skills, with the ability to lead multiple initiatives simultaneously while driving innovation.

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

Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary.

The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy.

AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL.

Location:

Docklands VIC 3008

Job Family Group:

Business and Organization Analysis Management

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