Customer Experience Lead
Vor 3 Tagen
- Power the future, together with ENGIE
- Champion the voice of customer for ENGIE retail
- Hybrid & located at our Freshwater Place offices in Southbank
ENGIE is a global energy player with over 97,000 employees across more than 30 countries. All of our teams' efforts are unified in support of the transition to a carbon-neutral economy, by providing innovative energy solutions to households, businesses and communities.
Our global ambition, as a pioneer of the renewable energy transition, is to champion carbon-neutral energies and achieve an affordable, reliable net-zero energy system by 2045.
Zero. You may think it's nothing, but to us at ENGIE... zero is everything
The opportunity:
At ENGIE, we are equally focused on growing our people, as we are on sustainability and the environment.
The CX team work with data driven insights to inform decision making around continuous improvements representing the Voice of Customer and Customer experience.
This CX Lead (12 month FTC), will report to the Senior CX Manager. This is an excellent opportunity to make a valuable contribution to customer journeys at ENGIE , within a collaborative and friendly environment.
Responsibilities will include:
- delivering the end-to-end Voice of Customer program from all forms of our customer data across multiple channels
- driving customer excellence, continuous improvement and innovation
- building customer journey mapping capability to deliver superior outcomes
- accountability to drive insight to action and delivery of a ROI from the CX investment
- Monthly voice of customer insights packs and associated actionable insights and plans
About you:
- Experience with Voice of Customer and customer experience in a similar domain or industry
- Ability to manage diverse stakeholders and influence outcomes
- Adaptable and relationship oriented
- Analytical and able to synthesize qualitative and quantitative data points with impact
- Results driven & action oriented
Next Steps:
If this sounds like the role for you, we welcome your application.
All applicants must have unlimited rights to work in Australia.
Please note we consider applications on an ongoing basis and therefore encourage you to apply at your earliest opportunity.
ENGIE is an equal opportunity employer, promoting diversity and committed to creating an inclusive environment for all. All applications are screened based on business needs, job requirements and individual qualifications, without any regard to origin, age, carer's responsibilities, sexual orientation, gender identity, pregnancy, religion, marital status, health, disability or political opinions. Aboriginal and Torres Strait Islander peoples, people with disability, people from diverse cultural and linguistic backgrounds and people of the LGBTIQA+ community are encouraged to apply. Our differences are our strengths
About us
ENGIE Australia & New Zealand is accelerating the transition to a carbon-neutral economy by providing innovative, sustainable energy solutions to households, businesses, communities and cities.
Our mission is to accelerate and support the transition towards a carbon-neutral economy, through reduced energy consumption and more environmentally friendly solutions.
We have over 1,000MW of low-carbon generation capacity and more than 3,00MW of renewable energy under development. Our retail business, has more than 700,000 customer accounts around Australia.
ENGIE's trading arm, Global Energy Management & Sales (GEMS) provides long-energy supply agreements, energy trading, risk management and asset management services to business customers across the ENGIE ANZ portfolio.
Our Business Units
Flexible Generation & Retail
- ENGIE is one of Australia's fastest growing energy retailers, with more than 700,000 electricity and gas customer accounts in Victoria, South Australia, New South Wales, Western Australia, The Australian Capital Territory and Queensland.
- Our retail business offers simple and affordable energy plans for Australian households and businesses.
They offer 100% carbon neutral plans certified by Climate Active where carbon emissions are offset from energy usage. - Our gas power plants in South Australia are an essential component of our strategy to achieve a sustainable energy future, and we remain committed to optimizing their performance and reducing emissions while we invest in the energy systems of tomorrow.
- The Hazelwood Rehabilitation Project is a dedicated business stream leading the safe, stable and sustainable rehabilitation of the former Hazelwood Power Station and Mine, which ceased operation in 2017.
Renewables
- With 165MW of operating wind farms in South Australia and 3000MW of identified pipeline of solar, wind and large-scale batteries under development, ENGIE is making a sizeable contribution to the progress of renewable energy production in Australia.
- We strive for operational excellence in all aspects of green hydrogen production, including process design, equipment selection, and when up and operational in the optimization of our asset infrastructure. ENGIE and Mitsui are developing one of the world's first industrial-scale renewable hydrogen projects to provide feedstock into Yara Pilbara Fertilisers' (Yara) existing ammonia operations near Karratha in Western Australia.
Global Energy Management & Sales (GEMS)
- GEMS provides energy supply solutions and risk management services to support its clients through their decarbonization journey, while optimizing ENGIE's assets and contributing to value creation.
- ENGIE is leading the Australian green corporate Power Purchase Agreement (PPA) market, with several high-profile partnerships including Coles, Pepsi, L'Oréal Australia, Sanitarium, Veolia and NAB.
- Ensures a secure and sustainable energy future for B2B clients in line with a low carbon strategy by supporting customers in the transition towards a carbon neutral economy by offering them innovative, competitive and green solutions. As well as through providing best in class risk management services tailored to our customers' individual needs.
- GEMS has expertise in energy supply and global commodities; risk management and market access; green & low carbon solutions; and asset management and flexibility services.
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