Reporting & Insights Specialist
5 days ago
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
The Customer Experience Delivery Team is responsible for amplifying the voice of the customer across the Customer Markets team to lead systemic improvements to AGL customer experiences. The primary purpose of the Reporting & Insights Specialist role is to lead the development and ongoing management of customer experience reporting and insights to assist the business in prioritizing opportunities that will provide biggest benefit for our customers and business.
What you'll be doing:
- Leading the development, automation and ongoing maintenance of Customer Experience reports that bring together various data sources to provide an understanding into the health of our customer experience.- Analysing various customer data sets to extract meaningful insights that assist in prioritising CX improvement opportunities.- Presenting CX insights to various stakeholders across the business in engaging and impactful formats.- Support CX improvement leads in identifying and sizing customer problems through data analysis.- Identifying and scoping opportunities to improve how we collect customer experience data, e.g., new customer surveys, third party review sites, operational data enhancements etc.- Support development of data driven intervention and service recovery processes.- Support CX Operations by developing health-check measures and relevant alerts on the performance of feedback programs.
What you’ll bring to the table:- Experience analysing large data sets from multiple data sources to derive insights and create dashboards that are able to take the data beyond numbers- Ability to simplify and analyse large data sets to extract key insights and tell a story about impacts on customer experience through data visualisation- Experience in process improvement, insight development and program management would be highly valued- Initiative and willingness to tackle difficult and complex challenges or issues; find and recommend solutions to challenges faced in the business- Ability to develop and maintain strong relationships with key stakeholders and teams across the organisation- Strong analytical and conceptual skills, with a high level of numeracy Sound quantitative skills used in the analysis of customer experience drivers- Experience in Customer Experience, Digital or an analyst role would be highly valued- Excellent presentation, communication and influencing skills.
Reach out to us if you have any questions
Please note - unsolicited resumes from agencies will not be accepted by AGL.
LI-Hybrid
COVID-19 Vaccination Policy
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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