Description

About the Position Customer Experience Program Manager page is loaded

Customer Experience Program Manager

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locations

Melbourne Corporate

time type

Full time

posted on

Posted 2 Days Ago

job requisition id

R-0013034

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 Customer Experience Program Manager – 12-Month Fixed Term Contract The purpose of the role is to cultivate a deep knowledge of the AGL customer journey and to design data-driven solutions to customer problems. This includes developing and maintaining documentation and metrics for current state customer experiences, working with business leads to identify opportunities to improve experiences and shaping, scoping, anddriving these opportunities to deliver positive outcomes for our customers.What you’ll be doing Establish and maintain a holistic framework and repository of omnichannel, multiproduct customer touchpoints to create consistent, high-quality customer experiences. Analyse the scope and scale of customer pain points to assist with prioritising improvements, demonstrating links between customer experience activities to business strategy.Work with stakeholders to reduce friction, improve operational efficiency, and deliver exceptional customer experiences. Engage with business leads to shape, scope and drive improvement opportunities across key customer events that will deliver positive customer outcomes and drive business benefitsDrive cross-functional initiatives that require the support of multiple stakeholders, including teams across Customer Markets and Future Business&Technology. Build processes and training for ongoing customer experience journey mapping. Facilitate human-centred design to leverage customer feedback data and improve the customer experience Partner with product and design teams to drive customer-focused design across Customer Markets. About YouWhat you’ll bring to the table Understanding of, and experience with, managing successful customer experience programs with knowledge of the delivery framework Experience in process improvement, insight development and program management Strong analytical and conceptual skills with the ability to add valuable foresight to business initiativesAbility to drive implementation of change initiatives Ability to develop strong relationships with key stakeholders and demonstrated capacity to influence outcomes with stakeholders Qualifications and experience in Human-Centered Design– desirable Excellent facilitation, presentation, communication, and negotiations skillsWe’d love to see your application, submitted by

Sunday 23rd of Apri. Inclusion at AGL

At AGL, all employees are encouraged to be themselves and to bring their whole selves to work every day. We encourage applications from Aboriginal and/or Torres Strait Islander people, people living with disability, culturally and linguistically diverse people and people of the LGBTQ+ community, including transgender, gender diverse, and intersex people.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:

Job Family Group: Business and Organization Analysis Management

About Us

Proudly Australian for more than 180 years, AGL supplies around 4.5 million energy and telecommunications customer services*. We’re committed to becoming a leading multi-product retailer, making energy and other essential services simple, fair and transparent. AGL operates ’s largest private electricity generation portfolio within the National Electricity Market, comprising coal and gas-fired generation, renewable energy sources such as wind, hydro and solar, batteries and other firming technology, and gas production and storage assets. We are building on our history as Australia’s leading private investor in renewable energy to now lead the business of transition to a low emissions, affordable and smartenergy future in line with the goals of our Climate Statement. We have a passionate belief in progress and a relentless determination to make things better for our communities, customers, the Australian economy and our planet.* Services to customers number is as at 31 December 2020 and includes Click Energy and 100% of approximately 300,000 services to customers of ActewAGL, in which AGL owns a 50% equity stake of the retail operations.

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