Play a part in the energy transition

AusNet’s electricity distribution network delivers electricity to more than 800,000 homes, businesses, farms, community facilities, schools and hospitals in the eastern half of Victoria. Our network services an 80,000km2 area, 93% of which regional and/ or remote areas.

Our electricity distribution network takes electricity from the transmission network to our customers through our ‘poles and wires network. It also includes meters and facilities that allow customers to export energy from their solar systems into the grid.

The energy system is experiencing a once-in-a-generation transition and we are planning for how we deliver electricity safely, affordably, and reliably to Victorian communities. Under the National Electricity Rules, energy networks such as AusNet conduct a pricing review every five years and submit a regulatory proposal to the Australian Energy Regulator (AER). AusNet is working on its submission for the period between 1 July 2026 and 30 June 2031. To ensure our plans allow customer needs to be met, understanding customer behaviour and motivations is more important than ever.

Your role in the engagement program

Customer and stakeholder engagement is central to the price review process. Key to our engagement approach are 6 panels, which will deep dive into key topics of importance for customers and for the proposal.

Our Customer Experience (CX) panel comprises 5-6 members, representing different AusNet customer segments. Together this panel advise AusNet on the service levels customers value and expect, such as how customers want to interact with us and how that might change in the future. Topics within the panel’s remit include:

  • The impacts of outages on customers
  • Fit-for-purpose support for customers with special support needs
  • Review and update the Customer Service Incentive Scheme (CSIS)
  • Designing connection processes that meet customer needs
  • The form, frequency and content of customer communication and education materials.

As CX Panel Lead, you will also be a valued member of our Coordination Group, which is responsible for incorporating outcomes of panel process into our proposal. As a member of the Coordination Group you will:

  • Raise and resolve overlaps between panels.
  • Get into detail on ‘building blocks’ and price path aspects of our proposal.
  • Author an Independent report, covering the effectiveness of the engagement process in identifying customer preferences and the extent to which these are reflected in our proposal.
  • Represent customers’ interests in technical considerations of the proposal, with clear line-of-sight from our research and engagement program.
  • Work with AusNet to understand and resolve trade-offs or conflicts between the panels, including when preparing the proposal.
  • Helping and or challenging AusNet to prepare a high-quality proposal for AER review.

What you can expect:

  • Clear accountability for respecting and reporting sub-panel outputs and advocating for sub-panel’s work in our broader proposal.
  • To collaboratively work with other members outside formal meetings to prepare, write and edit the report to the AER.
  • A time commitment of between ½ to 1.5 days per month to attend meetings (comprising meetings of the Customer Experience Panel and the Coordination Group). In addition, you will likely attend shorter and less structured meetings, of approximately 1 hour per month, for the Coordination Group. Meetings are expected to continue to end 2024 with next year requiring significant out-of-session work for report-writing. There will also be some out-of-session work to prepare for Coordination Group meetings. It is anticipated that at the peak (mid-2024) the time commitment may be up to 4 days per month, though some responsibilities may be shared unevenly between Coordination Group members (at the discretion of the Group and its Chair).
  • To be paid for your time, including agreed preparation time.
  • Independence - panel members and leads are engaged as independent suppliers, rather than as AusNet employees.

What we’re looking for

  • A customer experience (CX) professional, ideally regarded as a leader in the field.
  • Experience in a leadership role, ideally leading or chairing stakeholder engagement panels or committees.
  • An interest in energy, a passion for customer experience, and commitment to contribute to our engagement program over the next 18 months.
  • An individual who can provide direct experience as a customer of AusNet’s electricity distribution network (either residential, business or commercial, or other) is highly desirable.
  • Experience with the energy or utilities sector is desired, but not essential.