Impact Lead: Customer Vulnerability

AGL Energy Limited; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid work

Discounts on energy plans

Parental leave

Recharge leave

Diversity and inclusion initiatives

Study assistance

Share purchase plan

Insurance deals

Job summary

AGL Energy Limited is seeking a Customer Vulnerability Partner to translate vulnerability strategy into practical improvements across customer operations, working with regulatory and community insights to deliver safer and fairer outcomes for vulnerable customers.

You will lead cross-functional initiatives, embed vulnerability considerations into daily operations, and develop evidence-based recommendations to support decision-making and implementation across the organisation.

Qualifications

• Experience in customer vulnerability, customer experience, hardship, social policy, or related field.
• Experience leading improvement and change initiatives from ideation to implementation.

Responsibilities

• Lead delivery of initiatives strengthening response to customers experiencing vulnerability.
• Translate strategy and insights into actionable initiatives with cross‑functional partners.
• Identify and drive improvements across customer journeys, policies, processes and governance to improve outcomes for vulnerable customers.
• Embed vulnerability considerations into everyday operations across Customer Operations and the broader business.
• Develop evidence-based recommendations and business cases to support decision-making and implementation.

Job description

AGL Energy Limited is seeking a Customer Vulnerability Partner to translate vulnerability strategy into practical improvements across customer operations, working with regulatory and community insights to deliver safer and fairer outcomes for vulnerable customers.

You will lead cross-functional initiatives, embed vulnerability considerations into daily operations, and develop evidence-based recommendations to support decision-making and implementation across the organisation.