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Business Architect
Energyaustralia
Define and shape future state of customer experience across all segments.
7d ago
Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Melbourne, Victoria, Australia
Hybrid
Company Size
2,500 Employees
Service Specialisms
Energy Solutions
Renewable Energy
Electricity Retailing
Energy Management
Sustainability
Energy Efficiency
Sector Specialisms
Industrial
Commercial
Energy
Residential
Solar
Gas
Battery storage
Renewables
Role
What you would be doing
channel strategy
channel design
research insights
business frameworks
digital maturity
roadmap planning
- Channel Strategy Definition: Support both high-level and detailed channel strategy planning—across digital, contact centres, and third-party providers—with a focus on shifting volumes to more efficient channels.
- Channel Design: form a good understanding of our channel operations (digital and contact centre) and take ownership of producing key artifact(s) to help illustrate how customers currently interact with us via our various channels
- Research & Insight: Conduct and synthesise qualitative research and performance data into actionable insights, presented through compelling executive-level storytelling.
- Frameworks: Define and embed consistent business architecture frameworks across the Customer Transformation Program, including capability models, journey frameworks, and prioritisation tools.
- Digital Strategy & Capability Maturity: Own the development of a digital capability maturity model, helping us benchmark current performance and define the roadmap to uplift our digital channels.
What you bring
capability models
customer journey
crm transformations
strategic thinking
channel strategy
digital teams
- Industry experience in energy, utilities, or telecommunications is highly desirable.
- Experience with capability models, customer journey frameworks, and transformation planning.
- Ideal candidate has career experience spanning from technology through to business operations/channel strategy and design, and customer-facing journeys and impacts.
- Strong business operations experience, particularly in customer-facing service / sales businesses who utilise channels such as contact centre and digital/online.
- Prior success in technology implementation / delivery in digital and/or large CRM transformations would be appealing.
- Strategic thinking skills, combined with pragmatism to help define strategy and future state, but also to help plan and roadmap the path to get there.
- Strategic Liaison: Act as a bridge between business strategy and technical delivery—engaging with stakeholders across operations, digital, and IT. Ability to speak both “tech” and “business” is essential.
- Significant experience working in digital / technology teams, likely gained in complex corporate and/or consulting environments, with comfort presenting to executive / senior management.
- Performance recognition and incentive programmes – tailored to different roles and teams to reward great work throughout the year
- Employee discounts on electricity and gas, plus savings on major brands and products
- 20 weeks’ paid parental leave – completely gender-equal
- A team and organisation that truly supports hybrid working / flexible working (this is not an on-site role).
- Supportive leaders and a down-to-earth culture where you can be your authentic self
- Energise Program – flexible working that’s team-centric, enabling teams to agree and succeed together
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Interview process
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Company
Overview
100 years
Years in Operation
The company has a century-long history of providing energy solutions.
- With a focus on transitioning to renewable energy, they are a major player in Australia's energy market.
- They operate a mix of conventional and renewable energy assets, including wind, solar, and gas.
- Their residential and commercial solutions help customers reduce energy costs and embrace sustainable energy sources.
- The company has a diverse portfolio of energy projects, from large-scale solar farms to advanced grid management systems.
- They are committed to driving the clean energy future while ensuring reliable and affordable energy for all.
- Prioritize the safety and wellbeing of their people, customers, and communities.
- Listen to their customers, understand their needs, and work to meet their expectations.
- Do the right thing by their people, customers, and communities.
- Work together to find solutions and achieve results.
- Embrace change and challenge the status quo to find new ways of doing things.
70% Growth
Renewable Energy Generation
The company has significantly expanded its renewable energy output in recent years.
Net Zero by 2050
Carbon Neutral Goal
Committed to achieving net-zero emissions by the year 2050.
- Investing in renewable energy to power homes and businesses.
- Committed to reducing carbon emissions across operations.
- Focused on building a more sustainable energy future with cleaner and smarter energy solutions.
- Advocating for policies that support the transition to a low carbon economy.
42% Female Leadership
Gender Balance
The leadership team reflects a significant proportion of female representation.
- Committed to fostering a diverse workforce across gender, age, and ethnicity.
- Initiatives to support inclusive leadership and promote women in energy-related roles.
- Active employee-led groups dedicated to improving workplace inclusivity.
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