Change and Communications Manager

The Role:

The Change and Communications Manager will support in driving a broader cultural shift from Mass to Personalised retailer by influencing and enabling the direction across all customer channels to optimise customer lifetime value, drive productivity and increase digital adoption.

Reporting to the Senior Manager, Decisioning Enablement, you will use quantitative techniques and leading-edge automated technologies to transform our customer experience.

This role will be responsible for developing and communicating a clear governance structure and engagement model via employment of best practice change management principles.

Your key responsibilities will be to:

  • Implement and manage an operating model to support personalisation at scale
  • Support in governing the prioritisation of initiatives and programs, ensuring objectives are aligned based on incremental value driven
  • Manage the Customer engagement model, ensuring ongoing engagement with all stakeholders
  • Create change networks, techniques and skills to drive adoption of the personalisation platforms and other integrated platforms and tools
  • Create and manage an onboarding process to enable speed to proficiency for newcomers
  • Champion a team and organisational shift in mindset towards a data-driven approach, optimised around customer and commercial outcomes

The successful candidate will have:

  • Experience with the design and implementation of new operating models
  • A solid understanding of change management and agile work place practices
  • Strong stakeholder engagement skills with the ability to effectively influence, collaborate and communicate with a diverse range of teams
  • A passion for the intelligent use of data and how it can be used to drive exceptional and personalised customer experiences
  • Tertiary qualifications in sales and marketing, e-commerce, computer science, human behaviour, technical design or extensive industry experience
  • Industry experience with dynamic case management, customer engagement platforms, process automation, or customer data hubs
  • Exposure to data modelling and visualization, data processing systems and big data platforms

What’s in it for you?
You’ll be working in an A-grade building with state of the art activity based working facilities. Being supported by our new flexible ways of working. We call it Smarter Working.

You’ll get the opportunity to work with some of the most engaged and innovative in the business. Being exposed to more opportunities to advance your skills and career.

Working in a company the size of ours the sky’s the limit for your career aspirations and we’re focused on investing in you.

About us
It truly is an exciting time to be part of AGL Energy as we lead the way in generating sustainable energy solutions for all Australians.

With a heritage of over 175 years and listed in the top 50 companies on the ASX, AGL offers a genuinely diverse, safe and supportive work environment, where "actions not words" fosters a culture of achievement and personal development.

Come with us on a journey of exploration and creativity, doing the same things differently, better, faster by encompassing innovation and passion for a more sustainable world.

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