Voice of Customer 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.

Are you passionate about using data to drive exceptional customer experiences? AGL is seeking a Voice of Customer Specialist to join our dynamic Customer Experience & Insights team. In this role, you will play a pivotal part in shaping how we understand our customers, identifying key opportunities to enhance their experience and optimize our business strategies. Your work will directly impact how we listen to and act on customer feedback, helping AGL maintain its position as a customer-centric leader in the energy sector.

As part of the Brand and Marketing team, you’ll be at the forefront of shaping AGL’s identity and tone of voice in the market. If you’re ready to take on a role where data meets strategy and customer outcomes, this is the perfect opportunity for you

What you can expect in the role:

- Generate reports from customer experience platforms and internal data to guide strategic decisions.
- Analyse diverse data sources to uncover trends, pain points, and opportunities to enhance the customer journey.
- Manage and optimize customer experience measurement tools, ensuring data integrity and exploring new methods of capturing feedback.
- Collaborate with teams to design and implement surveys that maximize valuable feedback and meet stakeholder requirements.
- Conduct training sessions to empower teams with self-serve tools and insight-generation capabilities.
- Lead initiatives to improve customer feedback processes and escalate insights to drive actionable improvements.

What we would like to see you bring:

- Bachelor’s degree in business administration, marketing, data science, statistics, or a related field.
- 3+ years of experience in a customer insights or analyst role, with expertise in customer experience management systems (e.g., InMoment).
- Strong data analysis skills, including experience with tools like SQL, Python, or R, and the ability to build actionable insights from large datasets.
- Proficiency in generating dashboards using Power BI or Tableau to inform key decision-makers.
- Experience in designing surveys and gathering stakeholder feedback for continuous improvement initiatives.
- Excellent communication, facilitation, and stakeholder management skills, with a proven ability to manage multiple priorities and deadlines.

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:
Finance and Accounting