I have worked across both client and BPO sides of a range of industries including telco, digital, hardware, media and, most extensively, retail energy. In the early stages of my career, I managed medium to large contact centres, where I learned firsthand the impact CX has — both good and bad — on customer outcomes and business performance.
My passion for CX is especially evident in the retail energy industry, where I’ve spent the last 17 years leading sales teams, developing growth strategies and aligning operations around the customer experience. I’ve always believed that delivering better outcomes for customers also delivers better results for business.
Previously as Head of Sales at Simply Energy, I led multi-channel teams and oversaw the integration of digital and marketing programs to improve the customer journey. Today, I continue that mission at AGL as Collections Excellence Manager, helping improve processes that directly impact customer trust, retention and satisfaction.
I’m proud to lead the ACXPA VIC Advisory Board — not only to connect and support professionals across Victoria, but to help operationalise what great CX looks like so that more businesses can realise the benefits it brings.
About Their Organisation
ACXPA Advisory Board Members contribute their time on a voluntary basis in addition to their regular professional roles.
We believe it’s important to acknowledge and support the organisations they represent.
By sharing their expertise and experience with the ACXPA community, they help strengthen our industry, and we encourage you to consider engaging with them directly if their services align with your needs.
Andrew Jacques
Collections Excellence Manager
Energy to make life better.
We believe energy makes life better and are passionate about powering the way Australians live, move and work. Proudly Australian with a strong legacy in innovation, AGL is committed to delivering simple, fair and accessible essential services as we help customers electrify and decarbonise.
AGL operates Australia’s largest electricity generation portfolio — including coal and gas-fired power, renewables like wind, hydro and solar, and next-gen firming technologies. As one of Australia’s leading investors in renewables, we’re helping drive the transition to a smart, low-emissions energy future.
