Customer Vulnerability Partner

AGL Energy; Melbourne; Hybrid; AUD 100,000 - 140,000; Full time

Benefits offered by this job

Flexible hybrid work options

Discounts on energy, telcos and solar

Energise reward & recognition program

20 weeks paid parental leave for the主

Recharge leave per year

Diversity & inclusion initiatives

Novated leasing and EV subscriptions

Study assistance and share plan

Job summary

AGL Energy is seeking a Customer Vulnerability Partner to drive the vulnerability strategy across Customer Operations and the wider organisation. You will translate insights into practical improvements, build governance and policies, and collaborate with internal and external stakeholders to deliver safer, fairer outcomes for customers experiencing vulnerability.

Based in Docklands, VIC, this role offers flexible and hybrid working options and a focus on regulatory excellence, community

Qualifications

• 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.

Responsibilities

• 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.

Skills

Customer vulnerability

Stakeholder engagement

Change management

Regulatory knowledge

Customer experience

Education

Bachelor's degree in a relevant field

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.

Benefits

• 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

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 proud to be a WORK180 Endorsed Employer for All Women.

At AGL, we use some AI-enabled tools to support recruitment administration. All hiring decisions are made by hiring leaders and Talent Solutions professionals, with human oversight throughout. 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 Solutions team. Candidates submitted by an agency without approval will not be considered by AGL.

Location

Docklands VIC 3008

Job Family Group Project and Program Management

At AGL, we believe energy makes life better. That’s why we’re passionate about powering the way Australians live, move and work. 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 more than 188 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.

To learn more visit: www.agl.com.au/careers