Customer Experience Analyst

AGL Energy

About the role

We have an exciting opportunity for a Voice of Customer Analyst to manage, develop and enhance the Voice of Customer programs to assist the business with identifying and prioritizing opportunities to improve customer experiences, based on insights derived from the VOC programs. This role would assist in the establishment and integration of a CX Measurement System and would be part of the broader Decisioning, Strategy & Data team.

Key responsibilities

The Voice of Customer analyst role will build and transition over time as the foundations are   laid -  from program management to effective insight development and stakeholder engagement, as new processes and tools are introduced:

  • To develop, build and expand capability of AGL’s Voice of Customer programs (After Call Survey, Email Survey, Speech Analytics and Digital Channel Survey).
  • To conduct analysis, derive insights and identify opportunities to improve customer experience through the Voice of Customer program data.
  • Ensure all CX initiatives and insights are tracked and measured for benefits.
  • Continual development and improvement of reporting focused on thematic analysis and action for the customer.
  • To influence stakeholders to engage with the Voice of Customer programs, through providing analysis and insights to improve customer satisfaction and outcomes.
  • Work with stakeholders to establish new VOC programs, and provide the business with the ability and knowledge to self-serve metrics and insights, take appropriate action based on insights to improve customer experience.

About you

  • Tertiary qualification in a numeric or technical discipline, or demonstrated experience in delivering analytical insights and driving data-led outcomes
  • Experience working with and developing a Voice of Customer program such as After Call Survey, Email Survey, Digital Channel Survey or Speech Analytics.
  • Experience in process improvement, insight development and program management would be highly regarded.
  • Experience in Customer Experience or an analyst role would be highly regarded.
  • Initiative and willingness to tackle difficult and complex challenges and presenting recommendations to the business.
  • The ability to develop and maintain strong relationships with key stakeholders and staff across the organization.
  • Strong quantitative, analytical and conceptual skills, with a high level of numeracy
  • Ability to prioritize competing demands to deliver strong business outcomes
  • Excellent presentation, communication and influencing 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 

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

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.

 How to Apply

If joining an organization that truly understands the importance if its people and lives its values daily sounds like you, then apply now!

Alternatively, for a confidential discussion on this opportunity, please contact Sujitha Ramesh on (03) 8633 6921


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