Customer Experience Delivery Lead

Powering Australian Life.

At AGL, we believe energy makes life better. That's why we're passionate about powering the way Australians live, work and move.

Like you, we believe that the world is going through extraordinary challenges. We don't shy away from the tough questions and we consider the answers carefully. We work in partnership with our customers and communities, and take action to shape a better future for all.

As life changes, we join the change, constantly evolving over 185 years. Today we bring all that know-how to transform how Australians produce, share and consume energy. We're investing in new ideas, partnerships and infrastructure - renewing and expanding our portfolio of sources and products to help make them more sustainable, reliable, affordable and useful.

We'll continue to innovate in energy and other essential services to enhance the way Australians live, and to help preserve the world around us for future generations.

Customer Experience Delivery Lead

Key purpose of this role (and team)

We are seeking a skilled Customer Experience professional to join our growing Customer Experience team, Customer Markets. Reporting into the Customer Experience Program Manager, the CX lead will be responsible for designing and developing seamless and meaningful experiences across delivery squads and projects. This role spans the entire customer lifecycle, from onboarding to Billing and managing services, and covers the full project lifecycle from ideation to implementation and measurement.

Key accountabilities of this role- Utilizes HCD methodologies to design customer-centric AGL services, ensuring user-friendly, competitive, and relevant experiences that delight customers and address their needs.- Collaborates with cross-functional teams and stakeholders to envision current and future experiences based on customer insights and data.- Translates research into tangible artifacts like service blueprints, journey maps, concepts, and archetypes to drive change effectively.- Identifies measurable opportunities for enhancing value propositions, experiences, products, and services through customer insights.- Designs comprehensive customer experiences agnostic of the channel, ensuring seamless support throughout the customer lifecycle.- Leads and collaborates with cross-functional teams to deliver pragmatic solutions that balance desirability, feasibility, and viability.- Presents business cases for approval, funding, and resource allocation, adhering to governance frameworks and risk management processes.- Monitors and measures CX performance and event health, providing valuable insights for ongoing improvement opportunities.

What you bring to the role- Passionate about creating human-centric experiences, you excel in bringing all elements together, from value proposition to delivery at scale.- Success in this role hinges on championing customer needs through effective cross-functional collaboration.- Proven track record of execution and delivery results. And tenured experience in Design, Customer Experience, Strategy, or Human-Centered Design.- Skilled at facilitating and achieving desired outcomes in team, stakeholder, and customer interactions.- Practical experience in ethnographic design research methods and comfortable working with data to validate hypotheses.- Excellent interpersonal and presentation skills, adept at facilitating workshops with diverse stakeholders.- Strong analytical mindset, capable of challenging established thinking to identify the right problems and solutions.- Ability to manage and prioritize multiple concurrent projects in a fast-paced environment.- Possesses strong business, operational, and technical acumen to effectively pitch concepts to a diverse corporate audience.

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:
AGL is a
_Circle Back Initiative employer - we commit to respond to every applicant_.

Job Family Group:
Project Management - Group