Customer Incident Management Lead


The role:

The primary purpose of the Customer Incident Management & Improvement Lead is to drive operational transformation and customer experience improvement through the delivery of the Incident management framework supporting AGLs’ strategic priorities of embrace transformation, drive productivity and unlock growth.

The role is responsible for leading a matrix team to respond to customer incidents and deliver improvement initiatives to achieve operational excellence, improved customer experience and reduce risk and exposure to AGL.

Your key responsibilities will be to:

  • design, build and operationalise the Incident Management framework to address customer incidents.
  • address customer incidents in the Management framework.
  • validate, triage and prioritise incidents received from the business to determine validity, magnitude, severity and impact of the incident.
  • respond to prioritised incidents via standing up and leading cross functional teams with relevant expertise to develop response plans which includes remediation and addressing root causes.
  • utilise improvement methodologies (Lean/ Six Sigma) to lead a cross functional team to review current state processes to identify and resolve root causes of the incident, eliminating potential future customer impact.
  • lead the remediation execution working with technical and business SMEs ensuring all impacted customers achieve resolution and AGL has delivered on it’s customer commitment.

To be successful, you’ll have:

  • a strong understanding and experience in Incident management and Continuous improvement.
  • lean Six Sigma Black Belt certification.
  • experience using SAP highly desirable.
  • energy industry experience highly desirable however not essential.
  • agile and innovation methodologies with relevant certifications highly desirable.
  • the ability to negotiate and influence a broad range of stakeholders at various levels of the organisation.
  • the ability to solve complex problems.
  • facilitation, collaboration skills, negotiating, strong decision-making frame working and analytical skills.

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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