About

Join the change. Electrify your future! We've been proudly Aussie since 1837, always finding new ways to innovate in energy and essential services. Now, we're moving towards a sustainable future through electrification and investing in renewable energy—and we’d like you to join us. Whether you're on-site, in the office, or somewhere in between, you'll find opportunities to grow your career here. You'll work with a team that's passionate about powering Australian lives, in a culture that values inclusivity, respect, and learning. Help us create a cleaner energy future, and we’ll back you every step of the way as you build your career. Join the change. Electrify your future. About the role As the Business Analyst in the Customer Communications team, you’ll play a key role in shaping how AGL engages with its residential and SME customers. This role is part of the Customer Value Optimisation (CVO) stream, which focuses on increasing customer retention, driving growth through cross-sell and upsell opportunities, and reducing cost-to-serve. You’ll work closely with stakeholders and consultants to deliver compliant, effective, and customer-focused communications—ranging from regulatory notices and product or price updates to initiatives that reduce costs (e.g. direct debit) or support customer retention (e.g. meter replacements). You’ll be responsible for gathering requirements, managing end-to-end communication processes with our vendor, leading UAT and PVT, and driving process improvements. The role also includes managing remediation communications when errors occur, ensuring accuracy and compliance in every customer interaction. What you’ll be doing: Lead impactful change – Work with Product Owners and the Customer Communications team to design and deliver agile, efficient communication solutions. Collaborate across the business – Facilitate workshops with stakeholders, SMEs, and vendors to shape initiatives and manage impacts. Ensure quality & compliance – Oversee the end-to-end integrity of all customer communications, from requirements through to delivery. Be the key connector – Act as the conduit between the communications team, stakeholders, and vendors, ensuring smooth information flow and alignment. Drive delivery excellence – Define objectives, capture detailed requirements, manage risks, and ensure customer communications initiatives are delivered to a high standard. About you: Previous demonstrated experience working in agile delivery environment working alongside Product Owner, Scrum Master, Visual Designer, Developers & Testers Previous experience in marketing and/or customer communications disciplines working on large scale projects. Understanding of PEGA, Adobe and other similar platforms and it’s functions is an advantage. Strong knowledge in Mailhouse processes. Strong analytical and problem-solving skills. At AGL, we offer a wide range of benefits including: Flexible working options including hybrid work. Discounts on energy, telcos and solar plans. Participate in Energise - our reward & recognition program. Access 20 weeks of paid parental leave for the primary carer. Access to an additional week of recharge leave per year. Play an active role in our diversity & inclusion initiatives. Novated leasing and Electric Vehicle subscriptions. Access to study assistance, AGL’s share purchase plan and insurance deals. *Benefits may change over time and vary based on role type and location. Inclusion at AGL At AGL, we value diversity and welcome applicants from various backgrounds, including Aboriginal and/or Torres Strait Islander peoples, individuals with disabilities, culturally diverse individuals, and members of the LGBTQ+ community. AGL is dedicated to maintaining a diverse workforce and encourages applicants to share their lived experiences. We offer reasonable adjustments throughout the recruitment process and respect the privacy of those who choose not to disclose. To learn more visit: www.agl.com.au/careers AGL is proud to be a WORK180 Endorsed Employer for All Women. Our pre-employment screening process includes a Nationally Coordinated Criminal History Check and a medical assessment if necessary. The information provided as part of your application to AGL will be managed in accordance with the AGL Privacy Policy. AGL does not accept agency submissions unless approval has been granted by a member of the Talent Acquisition team. Candidates submitted by an agency without approval will not be considered by AGL. Location Docklands VIC 3008 Job Family Group Marketing We are Australia’s largest energy generator & leading energy retailer. AGL is an ASX-listed leading integrated essential service provider, with a proud 186-year history of innovation and a passionate belief in progress – human and technological. From lighting the first gas streetlamp in Sydney in 1841 to helping shape a sustainable energy future for Australia, we have a track record of leading change. We deliver 4.3 million gas, electricity, and telecommunications services to our residential, small and large business, and wholesale customers across Australia. We operate Australia’s largest electricity generation portfolio, with an operated generation capacity of under 9,000 MW, which accounts for approximately 20% of the total generation capacity within Australia’s National Electricity Market. AGL has the largest renewables and storage portfolio of any ASX-listed company, having invested $4.8 billion over the past two decades in renewable and firming generation.