Customer Experience Manager
Locations: Melbourne Corporate
Time Type: Full Time
Posted On: Posted 2 Days Ago
Time Left to Apply: End Date: October 7, 2024 (10 days left to apply)
Job Requisition ID: R-0018282
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 businesses 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: As the Customer Experience Development Manager, you are responsible for articulating the needs, wants, and behaviours of AGL's strategic customer base to best inform customer experience improvements, business strategy, and product development that support AGL in remaining a future-proof organization. This involves analysing insights from value streams and market trends, collaborating with various internal data and insights teams to identify customer patterns, and applying human-centred design methodologies to design best-in-class customer experiences. Additionally, you will contribute to the CX chapter and Retail Transformation program, ensuring that CX initiatives align with AGL's strategic goals and influence value stream priorities.
What you can expect in the role: Deliver strategic recommendations to support growth and retention objectives for key customer groups.Collaborate with Research, Data, and Insights teams to analyse and communicate consumer insights, driving new ideas, customer satisfaction, and growth.Design customer experiences, focusing on key interactions across channels, systems, and employees to support strategic growth.Develop and execute initiatives aligned with approved customer journeys and strategic recommendations.Maintain a comprehensive view of customer experience strategy, aligning short-term CX efforts with long-term Retail Transformation initiatives.Influence customer engagement activities to ensure alignment with broader customer experience strategy across value streams and business areas. What we would like you to see you bring: Tertiary qualification in business, marketing, communication, or related field, preferably with experience in the energy sector.Demonstrated experience developing and implementing customer/CX strategies or transformation.Strong analytical skills to assess customer behaviour, identify trends, and define future customer archetypes.Passion for innovation and continuous improvement in the realm of customer acquisition and self-serve experiences.Exceptional communication skills for collaborating with cross-functional teams and stakeholders.Strong project management skills with experience in facilitation, presentation, and negotiation. 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.
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: Business and Organization Analysis Management
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