Manager Customer Experience

Ausgrid; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Benefits offered by this job

EV salary sacrifice / novated leasing

Health insurance

Fitness Passport

Recognition program

Study assistance

Secondments / mentoring

Job summary

Reporting to the Head of Customer Strategy, you’ll shape roadmaps, build business cases, and influence senior leaders to secure investment in high-value outcomes. Flexible, hybrid working in Sydney or Wallsend.

Qualifications

• 8+ years leading customer experience or transformation initiatives.
• Track record of end-to-end improvement of customer journeys.
• Experience taking AI-enabled capabilities from concept to MVP and beyond.

Responsibilities

• Own a prioritised portfolio of customer experience improvements across key journeys.
• Use feedback and data to identify pain points and opportunities.
• Redesign end-to-end journeys with delivery teams to realise value.
• Lead rollout and optimisation of Conversational AI and digital channels.
• Build business cases, roadmaps and success metrics; track benefits.

Skills

CX leadership

AI enabled

Customer insight

Executive influence

Data driven

Education

Tertiary qualification in business/engineering/commerce

Tools

Conversational AI

Contact centre tech

Job description

• Permanent Full Time | Competitive Package, bonus and benefits
• Sydney or Wallsend location with flexible working options

About Ausgrid – we’re wired for good

We’re the largest distributor of electricityon Australia’s east coast, which means over two million homes and businesses rely on our good work. We’re here at the heart of the energy transition, and we’re driven by a powerful purpose to make electricity accessible for all.

It’s an exciting new chapter for our companywith each day bringing a renewed energy to how we deliver, store and use electricity. As we continue to grow, we’re in search of exceptional talent to help us achieve our goals.

Everyone’s job is important here. Our customers come from all walks of life, and so do we. We’re committed to fostering a diverse, respectful, and inclusive workplace, and encourage applications from all backgrounds.

See yourself working here

Reporting to the Head of Customer Strategy, you will lead a portfolio of strategic customer experience initiatives that drive measurable improvements in customer outcomes, operational efficiency and business performance. You will take complex initiatives from concept through to delivery, translating strategy into action and ensuring value is realised across the organisation.

Our customers deal with us at moments that matter. That includes when the power goes out, when they’re connecting a new home, when they rely on life support equipment, and when something goes wrong. You’ll lead a small team focused on making those moments easier, faster and more reliable, using customer insight, digital channels and AI where they genuinely help.

What you’ll be doing

• Own a prioritised portfolio of customer experience improvements across key journeys such as outages, connections, complaints and enquiries
• Use customer feedback, complaints and operational data to pinpoint pain points and size the opportunity
• Redesign end-to-end journeys with the teams who deliver them
• Lead the rollout and optimisation of our Conversational AI platform and broader digital and self-service channels
• Build business cases, roadmaps and success measures, and track benefits through to realisation
• Establish CX measurement and reporting that shows leaders clearly what is improving
• Influence senior leaders across the business to secure alignment, investment and decisions
• Lead and develop a small, high-performing team that combines customer insights and customer-centric thinking with delivery discipline

What you bring to the role

• 8+ years leading customer experience, service improvement or transformation initiatives
• A track record of improving customer journeys end to end, with measurable results to show for it
• Experience taking digital, data or AI-enabled capabilities from concept to MVP and beyond, ideally including conversational AI or contact centre technology
• A strong grasp of customer insight and CX measurement, and how to turn them into action
• The ability to influence executives and build consensus across teams you don’t directly lead
• Sound commercial judgement, directing effort and investment to the highest-value outcomes
• Comfort making well-reasoned decisions with incomplete information
• A tertiary qualification in business, engineering, commerce or a related discipline, or equivalent experience
• Desirable: experience supporting vulnerable customers or working within energy sector customer obligations

Life at Ausgrid

At Ausgrid, we go beyond just a competitive salary to offer an exciting range of benefits. From salary sacrificing electric vehicles and novated leasing, to discounted corporate health insurance and access to Fitness Passport, our benefits support your work here, and your life out there.

Celebrate success every day with our employee recognition program to bring out each other’s best. Looking to grow professionally? We’ve got you covered with study assistance, secondments, training and mentors, whose advice you’ll keep wherever you go.

We’re proud to offer gender-neutral parental leave to balance work when growing your family. And if you’re caring for elderly parents, our aged care support services offer expert guidance to help you access care for your loved ones. At Ausgrid, it's all about supporting you in every aspect of life.

If you require support with your application/reasonable adjustments for the interview process, please reach out to our dedicated Talent Team [e-mail]

Application close date: 26 October 2026 (please note, this date is subject to early closure)

Applicants must have full Australian work rights to apply.

By applying, you may be considered for a Talent Pool to support future opportunities over the next 12 months.