About the Role

As the Customer Experience Manager, you will shape and elevate the customer journey across all engagement channels. You’ll lead key initiatives, including Voice of Customer programs, customer insights reporting, and continuous improvement activities that drive meaningful outcomes for our customers and the business.

This role operates within standard team hours of 9:00 am – 5:00 pm. To support effective collaboration, some flexibility is needed in the late afternoon. As a result, early start or finish times are not suited to this role.

Key Responsibilities

• Lead the delivery of Voice of Customer (VOC) programs, including monthly insights and reporting.
• Analyse multi‑channel customer and business data to generate actionable insights that enhance satisfaction and reduce churn
• Design and improve customer journeys by facilitating workshops and collaborating with cross‑functional teams.
• Support operational CX activities, including scripting, speech analytics, IVR optimisation, and change requests.
• Ensure CX initiatives and processes comply with relevant regulatory and compliance requirements
• Coordinate budget‑related activities for CX initiatives, including tracking and timely invoice processing.

About You

You are naturally curious, resilient, and proactive — someone who takes initiative, seeks answers, and thrives in a fast‑moving environment. You enjoy solving complex customer problems, using data to shape decisions, and working collaboratively across diverse teams.

• Experience in customer journey mapping and experience design.
• Strong analytical skills, with the ability to translate data into insights and recommendations.
• Familiarity with CX, CRM or analytics tools (e.g., Salesforce, Genesys, Power BI).
• Confidence working with ambiguity and driving continuous improvement.
• Strong communication skills and the ability to build trusted relationships across teams.

At ENGIE, every talent has a role to play in accelerating the energy transition. Make a difference and enjoy a fulfilling professional experience. Take on exciting challenges and build a career path that reflects who you are.

Join us and be part of the adventure of the century!

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.