• Deepen the understanding of our customer’s wants and needs and their perception of interactions.
• Help shape the Customer Strategy and drive customer experience improvements
• Permanent Full-time role based in Melbourne

About Alinta Energy:

At Alinta Energy, we’re constantly striving to do better. Whether it’s lowering customers costs, providing world class local service or sustainable energy, our aim is to be better. And to keep getting better day after day. Better for our customers. Better for Australia. And better for our environment.

We’re a leading Australian utility with an owned and contracted generation portfolio of 3,000MW, over 1 million combined electricity and gas retail customers, and around 1,000 employees across Australia and New Zealand. Supplying energy in Australia for over 20 years, today we’re a vertically integrated energy company providing generation, retail and wholesale supply of gas and electricity across Australia. We support the development of renewable energy generation and offer local customer service through support hubs in Perth, Western Australia, and Morwell in Victoria.

Our Culture:

It’s an exciting time to become a part of our growing team at Alinta Energy. Our people are our greatest asset and we’re committed to a culture that’s focussed on being better at providing great service externally and internally. An organisation where people truly matter. That’s better.

About the role:

We are looking for an experienced Head of Customer Experience & Business Improvement to join our Retail Markets team in this full time permanent role. Reporting to the GM Customer Engagement, this role is responsible for the customer experience continuous improvement cycle across all direct-to-consumer sales and service channels as well influencing customer experience improvements across Retail Markets.

Duties:

• Assist the GM Customer Engagement in shaping and executing the Customer Strategy to ensure clarity on the target customer experience.
• Deepen the understanding of Alinta Energy’s customers, their wants and needs and their perception of interactions. Gather Voice of Customer and Voice of Employee data from across the customer journey (listening posts).
• Design customer experiences and drive customer experience improvements.
• Implement customer and employee journey improvements that improve business performance. Ensure processes and work instructions are updated as part of improvement initiatives.
• Measure the quality of the customer experience delivered (e.g. Customers, CES, NPS, CLTV), conduct root cause analysis and deliver data-driven, actionable customer, employee and business performance insights and improvement ideas.

Skills and experience:

• Tertiary qualifications in Business or equivalent discipline
• Proven experience in Customer Experience disciplines
• Proven experience in Business Improvement, Continuous Improvement, Innovation and Failure Demand Analysis (e.g. Lean, Six Sigma)
• Proven experience in driving cultural change in a cross-functional large scale environment
• Proven experience in optimising customer service channels

This is a great opportunity for an experienced Head of Customer Experience & Business Improvement who is looking to lead a team in a supportive, welcoming and professional environment. You will be responsible for identifying and analysing improvement opportunities and designing and implementing strategies to enhance the customer experience across all touchpoints.

One of our key values at Alinta is ‘People Matter’, so even if you don’t possess all the mentioned skills and experience, we would still encourage you to apply!

Benefits:

• Hybrid working arrangements for most roles, combining office-based and work from home
• Staff energy discount offer (where products are available)
• Generous employee referral bonus
• Salary Packaging options
• Wellness programs including our Employee Assistance Program and free full access to the Headspace application
• Paid community volunteer leave
• Access to LinkedIn learning
• Discount program for a range of products and services
• 14 weeks of fully paid parental leave
• Company paid salary continuance insurance
• Ability to purchase additional leave
• Modern offices with free snacks, drinks, and coffee

Let’s spread the positive energy together…

Alinta Energy is a 2023 Circle Back Initiative employer - we commit to respond to every applicant.

Please note that if your application progresses you will be required to complete background/pre-employment checks. These checks may include but are not limited to - right to work/immigration checks, reference checks, criminal background checks, qualification checks and additional finance checks for finance related positions.

How to apply:

Click “APPLY” to submit your application.

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