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:
The Digital Product Development team aims to maximize sales and service adoption through value-driven digital experiences, organized into three streams: Join, Stay, and Assist.
AGL's Virtual Assistant, within the Assist stream, leverages Natural Language Processing (NLP), machine learning, and chat functionality to automate customer support. We actively seek new technologies, such as generative AI, to enhance customer experiences.
We are looking for a Business Analyst with experience in customer-facing content creation to join the Virtual Assistant team. In this role, you will collaborate with the Product Owner to identify improvement opportunities, manage analysis from inception to delivery, design conversations, write responses for the Virtual Assistant, and assist with NLP training and prompt engineering.
What you'll be doing: Performance & Improvement: Monitor Virtual Assistant performance, enhance NLP and generative AI through prompt engineering, and identify opportunities to align with strategic goals.Stakeholder Collaboration & Requirements: Facilitate discussions with stakeholders to define objectives and break them down into features, epics, and user stories that cover all scenarios and business rules.Conversation Design & Content: Design conversation flows, collaborate with stakeholders, and write responses that align with brand tone and accessibility standards.Agile & Product Management Support: Assist the Product Owner in leading the Shaping stage, managing risks, and defining MVPs. Balance functional, architectural, and user experience considerations.Documentation & Communication: Write user stories, communicate them to developers/testers, and maintain living documentation. Facilitate agile ceremonies like backlog refinement and sprint planning.Continuous Learning & Strategic Input: Stay updated on conversational design and AI advancements, ensuring compliance with AGL policies. Contribute to strategic decisions and ideation for AI-driven customer experience improvements. About you: Previous demonstrated experience in a Digital agile environment shaping a backlog of key features and user-stories.Demonstrated ability to write customer facing content.Demonstrated deep understanding of HCD methodologies.Strong presentation skills, with the ability to effectively articulate design decisions to stakeholders.Ability to collaborate with, influence, and align individual stakeholders and teams.Strong analytical and problem-solving skills.Ability to balance multiple competing priorities and effectively manage expectations.Solid understanding of using digital analytics to understand customer behaviour and make data driven decisions to increase customer engagement and digital usage.Ability to work under pressure to meet tight timelines and ensure the optimum customer experience is always delivered on budget.High attention to detail. At AGL, we offer a wide range of benefits including: Flexible working options including hybrid work.Discounts on energy, telcos and solar plans.Participate in Energise - our reward & recognition program.Access 20 weeks of paid parental leave for the primary carer.Access to an additional week of recharge leave per year.Play an active role in our diversity & inclusion initiatives.Novated leasing and Electric Vehicle subscriptions.Access to study assistance, AGL's share purchase plan and insurance deals.
*Benefits may change over time and vary based on role type and location.
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
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.
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:
Marketing #J-18808-Ljbffr