Customer Experience Specialist

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:
We are 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.

You’ll manage the backlog of pain points, prioritizing and implementing improvements that boost customer satisfaction and drive commercial success. This role is a 6-month contract.

What you can expect in the role:

- 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 would like to see you bring:

- 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:
AGL is a Circle Back Initiative employer - we commit to respond to every applicant.
- Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary._
- AGL Privacy Policy_
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Location:
Docklands VIC 3008

Job Family Group:
Business and Organization Analysis Management