Senior 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

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