Customer Vulnerability Partner

Agl; Melbourne; Hybrid; AUD 70,000 - 100,000; Full time

Benefits offered by this job

Hybrid work

Energy discounts

Energise rewards program

Parental leave (20 weeks)

Recharge leave

Diversity & inclusion initiatives

EV/novated leasing

Study assistance & share plan

Insurance deals

Job summary

AGL is seeking a Customer Vulnerability Partner in Melbourne to translate strategic priorities into practical improvements for customers experiencing vulnerability. You will work across Customer Operations and the wider organisation to identify opportunities and drive initiatives that deliver safe, fair, and accessible outcomes.

You will lead the delivery of initiatives, partner across the business, and develop evidence-based recommendations to support decision-making and sustainable practices.

Qualifications

• Experience in customer vulnerability or related policy areas.
• Proven ability to drive improvement and change initiatives end-to-end.
• Strong stakeholder engagement and relationship-management across levels.
• Experience documenting and improving policies, procedures, or customer journeys.
• Solid understanding of regulatory obligations in essential services.

Responsibilities

• Lead delivery of initiatives strengthening responses to customers experiencing vulnerability.
• Translate strategy and insights into measurable initiatives with cross‑team collaboration.
• Identify and drive improvements across journeys, policies, processes and governance.
• Embed vulnerability considerations into daily operations across the business.
• Develop evidence‑based recommendations and business cases for decisions.

Skills

Customer vulnerability

Stakeholder engagement

Change management

Policy and framework development

Regulatory understanding

Job description

Join the change. Electrify your future!

We’ve been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we’re moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you’re on‑site, in the office, or somewhere in between, you’ll find opportunities to grow your career here. You’ll work with a team that’s passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career.

Join the change. Electrify your future.

About the role

Customer Vulnerability Partner

Reporting to the Customer Vulnerability Manager, the Customer Vulnerability Partner plays a key role in delivering AGL’s customer vulnerability strategy by translating strategic priorities into practical improvements that strengthen outcomes for customers experiencing vulnerability. Working across Customer Operations and the broader organisation, the role brings together customer, operational, regulatory and community insights and emerging needs to identify opportunities and drive initiatives that support safe, fair, respectful, accessible and appropriate customer outcomes, responsible decision‑making and sustainable business practices.

What you’ll be doing:

• Lead the delivery of initiatives that strengthen AGL’s response to customers experiencing vulnerability.


• Translate customer vulnerability strategy, regulatory expectations and customer insights into initiatives, partnering across the business to deliver agreed outcomes.


• Identify, develop and drive improvements across customer journeys, policies, processes, systems, people practices and governance frameworks to support safer, fairer, more respectful, accessible and appropriate outcomes for customers experiencing vulnerability.


• Work collaboratively across Customer Operations and the broader business to embed vulnerability considerations into everyday operations.


• Integrate customer, operational, external stakeholder and lived‑experience insights to identify emerging needs, risks and opportunities, and develop evidence‑based recommendations, business cases and briefing materials that support decision‑making, drive implementation.

What you’ll bring:

• Relevant experience in customer vulnerability, customer experience, hardship, social policy, operational improvement or a related field, preferably in an essential service, regulated or community sector environment.


• Experience leading improvement and change initiatives, from ideation through to implementation and review.


• Excellent stakeholder engagement, influencing and relationship‑management skills, with the ability to build trusted relationships and work effectively at all organisational levels, and with community, advocacy, and industry partners.


• Experience developing, documenting and improving frameworks, policies, procedures, customer journeys or business practices.


• Sound understanding of customer vulnerability and the regulatory and social licence obligations of an essential services provider.

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 proud to be a WORK180 Endorsed Employer for All Women.

Location

Docklands VIC 3008

Job Family Group

Project and Program Management